I’m not anymore. After years and years of people constantly complaining about things like being charged $2 more a month on their premium, resorting to screaming at me at times. Years of people yelling at me for things completely out of my control, like an non-claimable loss. People resorting to using direct insults, cussing, berating…etc. when I am literally just the messenger. I’m a client service rep. Which means, unfortunately, I am the one people complain to. BUT that does lot mean I make the laws and rules on insurance. I am not the one in charge of statewide rate increases anymore than the cashier at the gas station is in charge of gas prices. It’s not okay to use me as your personal punching bag. It’s not okay to insult me and cuss at me. If you need to vent, then vent. I can even solve some problems if you’re willing to be patient and work with me. But what I am not is something for you to your anger out on and verbally abuse.
In my honest opinion it’s extremely selfish to take your anger and frustration out on others with zero regard on how your affecting their day. Like, all you care about is feeling better yourself. Even if it’s at the expense of someone who has done absolutely nothing to you.
Anyway, years of that had made me incredibly numb to the plights of those who are frantic on the phone. It has made me impatient with people who call and just want to chit chat. After they pay their bill, ask their questions and I answer them, I try to get them off the phone. I hate that this has happened. But in all seriousness, how can a person stay soft, empathetic, and personable with customers after being a punching bag for them for so long?