An Alt-Experience Presentation

Not To Take It Out On You

By Stone Bryson

For those of you who may not know me that well, when it comes to my regular job I work in what is sardonically referred to as the "service" industry . My career requires me to provide customer service via telephone. In this job I get to see the best - and the worst - of the human race. I would like to discuss the latter for this blog entry, in the hopes that awareness can help improve on what I see as a very disturbing trend.

I personally think this trend started with whoever came up with the ridiculous saying, "the customer is always right." Anyone who has worked in the service field - whether behind a phone or a counter - knows the absurdity of this mantra. Nevertheless, in many people's minds this has become Holy Writ, as sacred as John 3:16 is to Christians or the Rede is to Wiccans.

Well, let me say something loud and clear - the customer is NOT always right. Sometimes, they are flat-out wrong.

The most glaring example of this is often not found in what is said to the service agent, but how it is said. The customer has a problem with the service that is provided by someone in the company (usually by someone other than the agent being addressed) and therefore said-customer feels they are justified in 'venting.' This often leads up to the innocent party being verbally abused by Unhappy Customer. I have heard people spew forth some of the most negative things in the world, piling on vitriol to the point of bringing the - once again, innocent - agent to verge of tears. Of course, the customer-in question will often preface their degrading attack with this little gem of a saying.

"Not to take it out on you, but..."

Well, that just makes everything alright, doesn't it? You know what? A person saying that does not make the target of their rant feel any better. They still have to absorb the abuse, and just like anything else that gets piled on over time that kind of painful commentary can stick with a person. Whether the customer (or the agent) realizes it or not, they are harming another human being with their words.

So do us - and yourself - a favor. If you are really upset about the service you were provided by a company (and I do understand being upset - there are some real incompetent folks out there), take a few moments to calm yourself before addressing an individual who works for said-company. As I already said, odds are they were not the one who did you wrong initially, and it is possible you are talking to the only person who will actually take the time to solve your problem. Besides, by taking the high road you will bring some of that positive energy back to you, which can only help you in the long run.

With that noted, I know there will be those out there who will not listen to me. It is unlikely that they are on my friends list (I have good people here), but perhaps someone who has stumbled across this blog entry while Internet exploring will read this and scoff at what is written here. Well, let me take a moment to address them directly, on behalf of every person who has ever had to work in the service industry and could not say what was on their mind.

Why do you choose to treat us this way, you abusive pile of dung? Do you not care that we are people too? Is there some perverse part of you that gets off on knowing that you can attack an individual who cannot fight back because of their job description? Wow, aren't you mighty?! Does it appeal to the sadistic side of you, that you have a person completely at your mercy who you can force your negativity on? I'll bet in your everyday life you are a pathetic excuse for a human being, and the only way you can find release is to abuse those who cannot fight back. You are vile, you are wretched, and you do not deserve to be treated with anything but contempt.

Not to take it out on you, of course...

Copyright © 2007 Stone Bryson.  All Rights Reserved.

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