I hate the agents that work on the other side. They make my work seem absolutely pointless. My stress levels are through the roof. If only i was more calm and collected and had spent some time with Mary last night, I'm sure I'd have been much cooler.
The lesson to be learned here is, it doesn't matter how much training, or how good your trainers are. If your company hires incompetent idiots on the ground, then the people on the floor and behind the scenes will suffer for their incompetence.
If I see an agent, I'll rip their heads off and shit down their throat!
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