[niuzeta]

> I always try to say to the person helping me "I know you are not the person responsible for my issue."

This simple sentence that shows empathy to the person on the other side of the line is so profound. In a single breath you let the other person be heard, be seen, and appreciated. At the worst, it makes you stand out amongst all the abusive asshats they interact with day to day. It makes them want to help you. I've used this line every time I had to deal with a customer service agent and the voice always softened after that. A simple "thank you", or "take your time" seem to mark you as a person, rather than a case to close.

[FatherOfCurses]

Thanks. I don't want to take any credit for coming up with it organically. I have worked in several service roles throughout my life, and have gotten first-hand exposure to how upstream decisions impact consumers and service workers. I like to kid myself that in this crappy world it's one of the few powers I have left.