Definitely not making excuses for her. There is no excuse behind that behaviour but it always helps me to understand that there is a backstory there, more to it. You can detach easier. I've worked in customer service/retail most my life so trust me, I know where you're coming from and my sympathies are with you.
The thing is to not let it defeat you or your service excellence to others.
I think getting as upset and angry in return to the irrational person just gives them power, fuels them on. As hard as it is, I actually turn the "polite meter" up in these situations and give them nothing. The way they are behaving is then put in stark contrast with yourself and you maintain dignity and professionalism. Alot of the time this actually calms them down cos from whatever bad place they're in they can snap back to reality in some cases.
It's never an easy thing but you do get hardened/wiser/better at it over time. Good luck in the future.
Is it normal to wish the demise of really unpleasant people?
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Definitely not making excuses for her. There is no excuse behind that behaviour but it always helps me to understand that there is a backstory there, more to it. You can detach easier. I've worked in customer service/retail most my life so trust me, I know where you're coming from and my sympathies are with you.
The thing is to not let it defeat you or your service excellence to others.
I think getting as upset and angry in return to the irrational person just gives them power, fuels them on. As hard as it is, I actually turn the "polite meter" up in these situations and give them nothing. The way they are behaving is then put in stark contrast with yourself and you maintain dignity and professionalism. Alot of the time this actually calms them down cos from whatever bad place they're in they can snap back to reality in some cases.
It's never an easy thing but you do get hardened/wiser/better at it over time. Good luck in the future.