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It’s Not Nice To Be Confused By Nice

, , , , | Right | August 6, 2021

I connect to the customer service online chat for my Internet provider. I’m having a small problem with my account that’s really just a nuisance, but I hope it can be fixed.

I chat with [Representative #1] for a few minutes. She doesn’t have an answer for me but says she’ll connect me with another department, and after a few minutes of waiting, [Representative #2] comes on the line.

Representative #2: “Hello, my name is [Representative #2].”

Me: “Hi, I’m [My Name].”

Representative #2: “Please give me a moment to review the chat log.”

Me: “Did [Representative #1] fill you in on… Oh, okay. I’ll wait.”

At the end of the chat, [Representative #2] said I was “the first nice customer” she’d worked with her entire shift, and she wanted to reward me for it with a $10 credit toward my next bill. It wasn’t much, but I was grateful anyway, much more for the gesture of kindness in return for kindness than for the monetary value of it. I thanked her enthusiastically and made sure to give her the best score possible on the post-chat survey.

I don’t like to think how mean her other customers must have been for my simple statement of “I’ll wait” to be such a relief.