How to Deal With Rude People, According to a Customer Service Rep
By Annie D., customer service representative in New York City
Illustration: Beth Hoeckel
My client is a grocery chain, and the customers never fail to surprise me. People call to complain about a $3 package of fruit and act like you murdered their firstborn. They'll say, "I bought this seven days ago, and it went bad!" We can't say, "Tough luck, toots"—we're in the fixing business, and I have to appease them. Right off the bat, I acknowledge what the caller's saying and try to make them understand that there's a solution: I hear you, that stinks, but look at this positive thing! Most of the time, that does it—they know you're on their side. But sometimes they just want to rant for ten minutes and get it out: "How could this happen?!" One woman called, and her first words were, "I am disgusted. I can't believe this. This is a disgrace!" It turned out she was upset that the grocery store had decorated too early for Christmas. People call and scream, then hang up, feeling glad that they stuck it to the Man. Of course, I'm just the Little Lady, who does this so she can work from home and be with her kids. Still, I always remind myself that you never know what someone's going through—people's dogs die, their cars break down. You have to put yourself in their shoes.
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From the April 2017 issue of O, The Oprah Magazine
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Why This Woman Misses Waiting Tables
5 Timeless Rules of Etiquette To Live By
Why Civility Matters, Especially Now
The Fateful Discovery a Woman Made After the Sudden Death Of Her Infant Child
The One Thing to Know When You Want Someone to Change
The Most Effective Way to Combat Hate Online
How to Find the Silver Lining and Let Go of Past Mistakes