It doesn't hurt to be nice or at least kind to people who are just doing their job.
Oftentimes, your complaint with their service will have more to do with the organization and its cost-saving policies rather than with the individual themself. And this is important to remember because a lot of people—well, they don't think about it at all. Customer service agents are no strangers to verbal mistreatment from customers.
Don't get it wrong; customer service agents can be prone to being just as miserable as anyone, you don't have to be a paragon of human virtue in order to get the job. In fact, customer service reps who have dealt with the public for a long time often become hardened to the behavior, defaulting back to the letter of company policy to the point of pettiness when faced with mistreatment.
This traveler kept their behavior in check when they missed their flight and benefited greatly from it, doing much better than the passenger ahead of them who was pettily booked for a flight 12 hours later in response to their tantrum.
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