Why do people get angry???

I worked in customer service for a long time and I encounter a lot of people. When people don't get what they want or want me to bend or break the rules, they yell at me and swear. I just work for the company so I don't make the rules. There are things I'm restricted and unable to do. These people don't get it. I guess some people are like this because of bad habits, society and the environment made them that way and they don't know how to cope with their issues, therefore, they take it out on the innocent people. Your co-worker was doing her job and of course, she doesn't want to get fired, so she has to go by the rules.

It sounds to me like the lady was trying to get information about the policy without her husband knowing about it. When your colleague explained that the husband had to call, the woman blew up. It is unfortunate that people sometimes cannot keep their composure and tend to lash out at someone who is just doing their job.

I don't understand people like this either. Your colleague did the right thing. When I encounter things like this, I listen to the person in customer service, and if they have a valid point like your colleague did, I go with it. She was just doing her job.