Unable To Transfer Any Empathy

, , , , | Right | June 5, 2020

I’m helping a customer with a money transfer at our customer business center.

Me: “Your total is $72.”

Customer: “What? It’s $12 to send $60.”

Me: “Yes, ma’am. It’s only $5 to send $50, instead.”

Customer: “I’ll do that, then. This is ridiculous.”

Me: “I know, ma’am. I’m sorry. I personally think they are all ridiculous.”

I am trying to empathize since she is upset by the fees.

Customer: “Well, you wouldn’t if you needed this money as an emergency, and that’s what it is for. How condescending of you.”

Me: “I’m so sorry, ma’am. That is not how I meant it at all. I have needed it. I just used another service that didn’t charge so much. I’m very sorry; I didn’t mean to offend you.”

Customer: “Groveling doesn’t become you.”

Completely shocked, I just smiled and stopped talking. She asked for my manager who was standing there the whole time and said it didn’t matter; I was going to say that to another customer anyway.

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