I love reading complaints from people who hate customer service reps. If we make a mistake, we're either dumb or stupid. If we snap at a customer, we're assholes who should be fired. Let me give you an example of MY day at work and then maybe you will understand why patience is short on the other side of the counter.

ISSUE # 1

ME: Can I help you with anything?
CUSTOMER: I'm looking for a movie but I can't remember the title.
ME: Okay. Do you know which actors are in it?
CUST: Yeah, it's that guy with the grey hair and the beard. He played in that movie with all the martial arts.
ME: Okay...anyone else?
CUST: Yeah, there's his girlfriend as well. Not his real-life girlfriend but that other woman...you know, the one with the red hair?
ME: Anything else about the movie that you can tell me about?
CUST: Grey doors.
ME: Grey doors? You mean, the title?
CUST: No. Just grey doors.
ME: Grey doors on the cover? The main aspect of the movie? Anything???
CUST: I don't remember...I just remember grey doors.
ME: Unfortunately, I'm going to need a bit more to go on here...
CUST: (snorts) And you call yourself a movie specialist...

ISSUE # 2

ME: What can I help you with today?
CUSTOMER: The new Hellboy movie---is it out on DVD yet?
ME: No, sir, it's not out yet. Actually, I think it's still playing in theatres.
CUST: Well, when can you expect it in?
ME: I don't think we have a date on that DVD release.
CUST: So...can I rent it?
ME: Noooo...it's not out on DVD yet.
CUST: So when is it going to be returned?
ME: It's not out on DVD yet so it hasn't been rented and, therefore, cannot be returned.
CUST: So I can't rent it?
ME: No, you can't rent it. But if you go to the theatre, I'm pretty sure you'll be able to watch it there.
CUST: Do you sell tickets?
ME: For the theatre? No, we just rent movies.
CUST: FALSE ADVERTISING! You don't rent ALL movies---you just said you didn't have the new Hellboy flick.
ME: (sighing) You're right; we only rent movies that are available on DVD.
CUST: So is the new Hellboy movie available for rent?

Not even kidding, these are actual conversations I've had with customers. I'm not saying EVERY customers deserves the treatment they get because most of them don't. But the next time you get crappy treatment, re-think the conversation. If you sound anything like my two customers above--BINGO--there's your reason! :-)