A Fine Line

I try, when dealing with customer service people, to treat them with respect and understanding, because I know all too well that they have rules to adhere to, want to do a good job both for their customer and for their company, and, perhaps, are one call away from snapping.   That’s part of why these last couple of weeks at work have been interesting: when people are calling in and actually talking with a human being, most seem to be polite and kind and patient (unless you’ve given...

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