In Australia and I assume in many other countries there are messages when you ring up a service, transport, medical centre etc that says the customer must be polite and kind or their call will be terminated.

I agree as I once worked in a gas company service centre and people were so rude.

However, I also have had people lacking empathy and understanding at how I may be feeling. After the fires, I had a person from the streaming service keep asking me for the black box back or I would be fined. Also, months later I was still getting bills for a service that was just ashes. No matter what I tried to explain he said ok well just send me the box. 

We will investigate this and get back to you - words that sound helpful but often mean a company is on autopilot.

I have found that a medical receptionist has a lot of power and I once went to a surgery where people would avoid making an appointment on the day a particular receptionist worked.

I have always been patient, kind and understanding that the person who answers the phone may have had a day of impolite customers.

I want to discuss the roles of customers and staff online, on phone and in person.

Have you found the staff to be kind and helpful? Do you get messages that if customers are not polite, they will not be tolerated? What has been your most frustrating call either as a customer or a member of staff?

Leah 

A Moodscope member