Comment by throw0101c
2 hours ago
> We're already conditioned to treat service reps like punching bags; now we're literally taking away their voices and further devaluing them.
I've tried to keep the habit of talking about things in the third-person when I'm on the phone with someone: instead of saying "you messed up the billing" I say "BigCo messed up the billing".
It's a small mental reminder that it's not the fault of the person I just happen to be talking to.
I just tell them “I know this not your fault.”
I worked in a call center. You quickly develop an emotional rhino hide or you won’t make it.