i read once that when someone yells at you while driving you should just let it roll off, because it's given them an outlet for their built up frustration.
starting last week, i answer phones for the good old DOH every friday.
my experience has been a little different than hers, though i'm not saying i'd rather fake knowledge of french and fancy restaurants.
today a woman called and started yelling at me within about 4.5 seconds of my cheerful greeting. in the end, everything worked out, and she even ended by saying she was so sorry and asking me to forgive her. but the point is, this woman lost her house in the flood, and has been trying to get help with her medication for over a year, and thought we had put and extra charge on her card (we didn't). long story short, it was way better for me to just listen while she unloaded than to do anything else. and it was good perspective for me--on life, stress, jobs, and appreciating what I am blessed with.
love you all.
kc
oh, and sorry (sort of) for double posting... someone else's turn...
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