Like most people, I occasionally have problems with customer service. Unlike most people, I rarely have problems with customer service people. This is largely because I don’t give them problems.
Let me tell you a story. (Pretty please?) A number of years ago, I was coming home from a business trip to the Boston area. It was the Friday before Labor Day weekend, and the airport was packed. When I got to my gate, most flights out of Logan were cancelled due to storms all through the Midwest grounding the planes we were planning to use to leave. (Interesting science fact: If you have enough storms in the Midwestern United States, you can cause a butterfly in South America to flap its wings. This is one of the less useful aspects of chaos theory.)
Anyway, the lack of outgoing planes forced all of us to rebook our fights. This was in the days before ubiquitous smartphones, so we had to stand in line. The person in front of me was not a happy camper. He stood at the reservation desk and screamed at the woman trying to change his flight. She kept trying to calm him down, to no avail. (This was also before misbehaving in an airport elicited the helpful attention of the TSA.) Eventually, he shut up and went away, and it was my turn. I had never been to Boston before, so I had the following conversation with the reservation clerk: Continue reading