I have the utmost respect for those in the customer service industry. Seriously. They have to deal with cranky callers all the time, and I include myself among them.The other day, I was especially geared up for a fight when I called the customer service number for the I-Pass (the toll agency here in Illinois). I had received a letter in the mail stating that I had not paid two tolls, which I KNOW I did because I had the bank statement to prove it. And, boy, was I gonna let that customer service agent know it!

While waiting for them to pick up, I listened to a message stating that the customer service agents were volunteers. Yes, volunteers! So, now, I was extra riled up, thinking that a mere volunteer would hardly be able to help me with my problem.

Then, I ate humble pie. Not only were the customer service agents helpful and kind, they were respectful and polite. All of a sudden, the fight for which I was gearing up wasn't going to happen. And, my whole mood changed. I was respectful and polite to THEM...and, I ate my humble pie.

Isn't it strange how one kind gesture or response can turn an entire potential conflict around? I think we can never hear that message enough.

By the way: They never even asked me to "prove" that I paid. They dismissed the penalties :-)

Britt