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I let a customer get under my skin

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This happened Thursday (July 27), and I’m still reeling from it.

I thank you in advance for giving me a place to vent. I’ll do my best to make the post coherent.

Possible trigger if bad grammar and/or foul language gets to you. I curse like a sailor when I’m venting.

Background:
I am often the second line of defense dealing with orders, returns, billing, etc. It’s been three years so I’m getting stronger mentally when it comes to dealing with so many different personalities and issues. I am understanding when people vent on me, and I’m usually very good at keeping my cool while de-escalating the situation. I truly want to help when people call in. Sadly there are still times I catch myself questioning humanity and my mental health.

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It was a normal day answering calls, one customer after another, the phone beeping and there they are… I’m sure most of you understand what I’m talking about. Anyways, here’s a breakdown of the call I keep replaying in my head…

Me: Hi, this is Me, what can I help you with?

Lady: I hope you’re not as incompetent as your TEAM MEMBER I was just SPEAKING with.

Me (Ignoring her attitude): I’m sure l can help if you let me know what’s going on.

Lady: Order 123456789, you tell me what’s wrong.

Me: Well, I see you ordered (overpriced bullshit), it says it should arrive around July 31st…

Lady (cutting me off): It’s supposed to be here July 31, and where is it NOW!?!!???

Me: It looks like they’re getting ready to send it out as we speak.

Lady: Stop lying to me. I know you’re only telling me what THEY tell you to say. It’s not going to arrive on July 31st if it hasn’t even been shipped yet. Nobody takes accountability for anything. What are you going to do about it???

Me (still calm and sweet, only beginning to become annoyed by her condescending tone and bs): I’m sorry, I don’t understand what the issue is. I know it’s been a few days since you ordered it, but everything looks fine. That’s the normal processing time. It should….

Lady (cutting me off again): Blah blah blah, accountability, blah blah, nobody wants to do their job, blah blah, I’m a big fucking bitch, blah blah blah, if you would just do your job…

Me (as soon as catching a break in her rant, using my stern mom voice, maybe borderline rude): Look, you keep cutting me off and won’t let me speak. I’m TRYING to do my job but you keep YELLING in my ear. Like I was…

Lady (cutting me off): Well, stop lying and I’ll let you speak. It doesn’t take a rocket scientist to know it’s not going to arrive AS PROMISED.

Me (voice rising enough to match her voice as she is trying to cut me off): I’m sorry, but NOTHING was PROMISED to arrive on the 31st. As I’m sure you’ve already been told, the 31st is the ESTIMATED delivery date. We do NOT guarantee it’ll arrive on a certain day. If YOU’D STOP cutting me off and let me TALK, I’ve BEEN TRYING to TELL YOU the previous rep escalated your order to our handling department, as I’m SURE they explained. We can only…

Lady: (by this point screaming, enough to finally cut me off) IT DOESN’T TAKE ROCKET…

Me: (cutting her off, now yelling very loud. I hear her gasp in shock) Excuse me, you need to stop speaking to me like that. I’m trying to help you. We ARE doing our job, I am GIVING YOU THE INFORMATION WE HAVE. The previous rep you just went off on ESCALATED your order EVEN THOUGH….

Lady: YOU D@N’t SpEaK to MeE like that, I’m the CuStOmERR!!!!!!

Me: (stopping her right there in her tracks) NO, YOU ARE NOT GOING TO CALL HERE SPEAKING TO ME OR MY TEAM MEMBERS LIKE THIS. EVERYTHING IN YOUR ORDER APPEARS TO BE RIGHT ON TRACK. YOU BULLIED THE PREVIOUS REP INTO ESCALATING YOUR ORDER EVEN THOUGH THERE ISN’T AN ISSUE WITH IT. I DON’T APPRECIA…..

Lady: (aneurysm exploding in her head, trying to get words in while I’m still yelling at her) SHUT UP, SHUT UP, SHUT UP, SHUUUTT UPPP, NO, NO, NO, NOO, I AM THE CUSTOMER AND YOU….

Me: I can’t help you. Click.
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(Phone) Beep

Me: (without skipping a beat) Hi, this is Me, how can I help you?

New Caller: I hope you have a beer, or your shift is about to end so you can drink a beer after this call because this is going to be a doozy.

Me: (fml) ….
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The phone call was like one of the stereotypical, exaggerated Karen calls I have recurring nightmares about. It definitely wasn’t anything new, I’m not sure why I haven’t been able to get over it. I hate that I let her get to me like that. Most people calm the fuck down once you let them know you completely understand and want to help. When they don’t calm down, I give them their little warning and hang up. I don’t understand why people expect someone to help them when they act like this? I’m so over this shit right now. Thanks for letting me get all of this bs out.

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