highlight of the day: one of our CSRs gets extremely hyper on caffeine on a regular basis, on top of being a crazy person in general. therefore, a neighbor of hers decided to email said CSR's mother to warn her against the dangers of coffee in the morning and to plead with this mother for the sake of the department.
the mother in question replied and is now known as mama rita in Customer Service.
word of the day: discretion
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