Imagine this situation … you fall down in public and you couldn’t get up. You yell at the random stranger next to you to help you get up. The stranger helps you up and you yell at them for not helping you quicker. When the stranger tries to explain to you why you fell down in the first place, you feel insulted and yell at them some more. “I know how to WALK!”
It doesn’t seem very right, does it? Now imagine this happening more than a few times to a tech support person on a daily basis. I have dealt with irate customers but I don’t work in a call centre so the angry calls are thankfully few and far in between. Though I can tell you that if a customer started yelling at me on the phone, I’d immediately be in a defensive mode and tense up.
All of us have to call up companies from time to time to verify a problem or to lodge a complaint. It would make things easier if you didn’t call up wanting to unleash your anger on the poor soul who happened to pick up your call. Especially if the unlucky person had already dealt with more than a few angry calls that day. If you were polite and friendly, you’d be a refreshing change for them and they’d be more than happy to help you out. And when they’ve finished their job, say “thank you” – it doesn’t take much to brighten up someone’s day.
Or at the very least, you shouldn’t make the support person feel depressed and want to cry.
I’ve been a waiter and it has some similarities with providing tech support. Therefore I feel justified in what I’m about to say. Yes you are right, the person on the phone, or the people bringing food to your table are paid to be of service to you but that doesn’t give you the right to be rude to them especially when it’s something beyond their control. Even if it’s their fault, yelling at them and making a scene will only make it worse.
And so, a corollary to the “being nice to your tech support” rule is, “don’t f*ck with the person handling your food”. Go rent “Waiting” and you’d understand that line perfectly. 😈