Why are people so rude?

Yours must be a truly difficult job. I wouldn't want to be on the receiving end of the majority of your calls, and you must have exceptional people skills to be able to do what you do. I think that it's human nature to get upset to varying degrees when things like our Internet connections are not working properly. We have all become too accustomed to the luxuries of life and to having them always ready and available. Some people handle the frustration better than others, I'm sure. I would think that the majority of your callers must recognize that you are there to help them and that you have nothing to do with the reason for their problems; these people are most likely pleasant and polite. But sometimes a person might be having a bad day; they may not feel well, they may be pressed for a deadline and need the Internet connection, they may have had a fight with a spouse or co-worker- who knows, but unfortunately these people may take their moods out on you. There are also times when people spend a lot of time trying to navigate through phone trees and speak with a live person who can actually help them. By the time they speak with you, they are frustrated and ready for a fight. Then, there are people who are just plain rude. Who can explain why some people think that they are better than everybody else and that they can treat others however they want to? These are the people who you will never be able to "defuse" or get to calm down, and they are most likely the ones that you will need to politely hang up on. Remember, most people are nice; don't get discouraged. We all need pleasant people like you to talk with when we're calling for service!

There are many reasons why people act this way. Some are probably truly upset, they have made numerous calls to no avail, and unfortunately for you, you were reached when that individual has finally just had enough of the run around.Then I think there are some folks, that really enjoy taking advantage of the situation , they know that if you value your job,you will take up to a limit..whatever they dish out. I call this last character the 'childhood bully' that has grown-up. A person could be on medication or numerous other reasons. I have worked in customer service and it is challenging at times even brutal, sometimes my encounters left me feeling as though I was a target. The only thing that would get me through it were those truly nice folks that appreciate what you are doing for them...try to keep your chin up.