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I've got something to say about this:
I worked in customer service for many years. There is nothing like a job in this field, in these days of Starbucks ("The Cosmo-demonic Coffee Company of North America") and The Olive Garden ("McItaly") to make one just HATE "people".
I almost enjoy it now when I see customer service people taking small revenge on their "opressors". :) I have never spit in food, or served food from the floor, or the toilet or from inside of anyone's clothing. But, at Starbucks, I used to "Decaf" the rude people. It was the only power I felt I had.
A funny customer service story:
It is Christmas. We have just landed in San Diego. Our luggage is lost. Most everyone's luggage did not make it from wherever they were flying to San Diego. The place is a zoo. They had to cart away a man who got drunk on the plane and then was freaking out, loudly and rudely about his luggage. I was beginning to feel a bond with this man. Everyone else was giving him dirty looks. Then he started being racist and I was happy to see him go. Anyway...
We wait in a very long line to talk to an airline representative. We chat irritibly with people in line. The woman behind the counter is calm, but there's nothing she's offering that's making anyone in front of us any happier. Tension builds.
Finally, her manager comes in and she breathes a sigh of relief. We get to the front of the line. I say,
"Wow. What a mess. This is really stressful." I know I'm stating the obvious. I know this. But I've waited and it was my way of announcing my turn, I guess. The manager, still clutching her morning coffee, throws a tired and exasperated look my direction.
"Well, how do you think I feel? I got to work to THIS this morning. Every one else is having a hard time, too. Not just you."
"I know. But I'm your customer. I've waited in line and now it's my turn. I'm telling you how this is as your customer. That's all." I wave my hand in dismissal and look back at the woman ready to help us. She smiles. She is interrupted. The manager comes sweeping up to lean over the counter,
"Look around! It's not JUST YOU!"
This is where I lose it: "I know. I am YOUR CUSTOMER. Your company, which you represent, lost our luggage. Now I'm telling you I'm frustrated, and THAT'S ALL. Just let me have the last word!"
"But EVERY one-"
"Shut UP!" and I press my hands to my ears.
"Don't you tell me to SHUT UP!" Her pale blue eyes flashed involuntarily.
"LET. ME. HAVE. THE. LAST. WORD." My brown eyes, held her faded gaze.
"But, you-"
"AAAAAAUUGH! I can't believe it! I can't believe it! AAAAAUUUGH!" I repeat as I throw my empty arms to the panelled ceiling, twirl on my foot and march out of line, out of the stuffy office, into the madhouse of the airport.
Later, after my friend had arrived, my partner finished negotiating with the patient woman behind the counter, after we wait in another line to get applications for reimbursement, and I am swooping my little Everett up into my arms, I back into someone. All of these people. I step on a foreign toe and turn with a pleasant apology.
Those faded blue eyes, in the middle of returning a friendly, "That's fine", take me by such surprise. I say, "Oh, nevermind. It's you and I'm not all that sorry anymore." I caught her face harden into hard lines and edges. A dried clay mask. A cob oven. Before I flew Everett on his stomach, airplane-style out of baggage claim.
Okay, of course Ms. Blue-eyes would have a completely different version to this story. I never called the airlines and complained about this woman. How could I, with clear conscience? I was completely out of control, myself.
Judging soley from my interaction with her, I would call her a bitch. But I know she cannot be defined by one, lousey, holidaytime, stressful encounter.
This is a fact: If, when I got back my receipts from Northwest Airlines, and found that she had changed my name to Bitchie McBitcherton, I would have been proud of both of us.
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