Oh Megan I know exactly where you're coming from. I work for the STATE. And let me tell you that when consumers call our office they are already geared up to "vent" on me. Mainly because I'm at the top of the food chain but right below the director. So after they are already beyond fed up with the situation or upset with our field staff, they call me. Sometimes I wanna say, "Do you really think your the only case we have?"
or "Do you think we get a kick out of not providing you services?". Sometimes we simply just don't have the funding to give EVERYONE a free ride. So sometimes I just have to pull back and talk to myself about how desperate someone would have to be to treat a total stranger that way. Then I feel better about what I'm doing. As long as I maintain my cool and stay super polite, I can always feel like I am at least a better person than they are.
__________________  Misty & Jamie
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