Comment by Xunjin

You always have a choice. These people aren't forced to work there. And they also have the ability to go whistleblower and leak internal docs that instruct them to abuse customers. Just as an example.

I know I would. If someone gives you a choice A or B that both screw you over, there's always an option Z somewhere. It might be so outrageous they don't expect it but it's there.

However usually it isn't necessary. I've been put in situations where I had to do something unethical. I've refused. And every time that choice was respected. Only if I'd have been punished for it would I have considered more severe options like the whistle option.

But really if you take a hard stand and have good reasons, reality tends to bend a bit further than I expected.

And yes I know what these jobs are like. I have worked in that industry a long time. I've seen both very good and very terrible employers.

And yeah customers can also be little shits but I've learned to disconnect from that very quickly. It's easier when they're on the other side of the phone. It doesn't help them anyway. And sometimes (especially if they're not just a dick but they have a genuine reason to be angry) there's ways to flip them around, in which case that energy might be harnessed and they can become your strongest ally. Another thing I've seen that I didn't expect.