Customer Service

Most of my jobs have been in customer service. I've been a waitress, and worked in several different retail venues. The most trying job I ever had though, was working as a customer service representative over the phone, for a bank. It was truly shocking, the things that were said to me during my time there. People can be so cruel and brazen when they don't have to look you in the eyes.

In my two short months at that company, I was screamed at and cussed out on a daily basis. I was called stupid and retarded; belittled and degraded. One particularly crazy man even told me that he wished my parents would die. It was astounding. I really lost a lot of belief in humanity during that time. I was terrified to answer each new call, unsure of who would be on the other end, most certainly just chomping at the bit to yell at me about something. What was most surprising was that typically, the customer would be mad because he or she had made a mistake with their own money, yet they would take that anger out on me.

One day, I broke. Tired of the stomach knots, the headaches, the replaying of the cruel words in my head, I was physically unable to even bring myself to answer the phone at work. I went to my manager and told him I was quitting. Immediately.

He was a nice guy, and he begged me to stay on just two more weeks, so that he would be able to say I gave proper notice and could give me a recommendation for my next job. He even told me to just take the day off, and clear my head. No chance. I left a few minutes later, never to return. Job recommendation or not, I had never felt such a relief. Even though I had bills to pay, and no idea where I was going to get money for the next few weeks, I had never been happier.

Because of that job, I always try to be friendly and patient when I call a customer service department. For all I know, the person answering just got off the phone with one of those horrible, angry individuals; it's exhausting. I hope that by showing kindness in my voice, I can bring some small light to their day. I know that I always appreciated the nice callers I got, however few and far between they were.

I do get frustrated sometimes though. No matter what, I always did my job the best I could, and when someone I am talking to is unfriendly and not helpful whatsoever, I just don't understand it. Maybe they have become that way out of necessity to protect themselves from the mean callers, but it is so annoying. For the past couple of months I have been dealing with an issue between my doctor's office and our insurance company. Doctor keeps sending me a bill, which the insurance company says we are not required to pay. Last month I felt like a ping pong ball between the two companies, as they sent me back and forth, calling each one multiple times, trying to solve the issue. I thought it was resolved, but here we are this month, dealing with it yet again. And once more, I was caught in a ping pong match.

To their credit, our insurance company has been very helpful and accommodating. The business office for our doctor though - no matter who I get on the other end of the line - always seem to be annoyed, like I am interrupting a super important game of Solitaire or something. I am a pretty shy person, so I usually feel intimidated by their attitude, and allow them to end the call quickly, sending me on another wild goose chase.

Today it just got to me however, and when the girl told me I would need to call our insurance company back for the fourth time, I stopped her. I told her that the insurance company had asked that she contact them to solve the issue. And you know what? It worked. At least, I hope so. I swear, if we get another bill next month for this same thing I might turn into one of those crazy nut jobs I used to deal with.