Quote:
Originally Posted by =X=
Yep, there was a study a while back that had the same conclusion with regards to "Road Rage". Where the "isolation" factor is that we are hidden in our cars.
=X=
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I'll never forget the time I was working as a bookstore manager (a very costly job
which is beside the point) when one of the staff members at the customer service desk answered the phone & received an extremely harsh tongue-lashing from a customer. After the customer vented sufficiently, in total coolness, this employee, who knew this customer personally, said "Hi, Mr. So & So..., this is your neighbor...). The customer (probably mortified), apologized and changed his tone completely realizing that he had just unloaded on someone he knew. I always thought that it shouldn't matter if you knew the person handling your call or not. Didn't everyone deserve common courtesy... stranger or known. But I guess being on the other end of the telephone (this is way back when they had cords), a harsh word to a lowly employee seemed justified. I was so proud of that young man and not so sure how well it would've been handled by anyone else. Of course I've also seen many a disgruntled customer lash out at an employee face to face as well. Hopefully, if we did our job right, they left with a better demeanor than they came in with!