Customer service is a difficult job. Not only is there the endless dealing with people, which is exhausting for an introvert like me, there's the inevitable dealings with difficult people. The occasional grouchy or unhappy person is expected. Even the occasional irate or entitled person is expected. But it shouldn't be the norm. Last Friday, it was the norm. It should be that way.
How is it acceptable to call someone and take your frustrations out on them? How is it alright to yell at someone and threaten them simply because they are the only one in the office? How is it ok to still expect good service and respect after you've berated and disrespected someone?
As the saying goes, you can catch more flies with honey than with vinegar. If you need someone to do something for you, isn't it better to ask nicely, to treat them with respect, to treat them how you would like to be treated? Do unto others as you would have them do to you.
If you treat your waiter or waitress badly, you might not want to eat the food they serve. If you treat your dad's nurse badly, your dad may not have the best of care anymore. If you berate a customer service rep, you can be sure that it will get around to the other customer service reps.
Trying to throw your weight around or taking your anger out on someone will make it harder, in the long run, for you to get what you want.
As I'm often telling people, just be nice. Stop and think about how you're coming across. Think about how you'd react if someone treated you the way that you just treated that person on the phone. Do you like it when people yell at you, belittle you and berate you? Do you like being disrespected? No? Then maybe you need to show a little kindness in your speech and in your treatment of others.
After all, No act of kindness, no matter how small, is never wasted (Aesop).