Please Remain Calm
Who would have ever thought changing health insurance companies would cause such a stressful day? Apparently, my naiveté was responsible for yesterday’s tiring experience. Upon attempting to get a prescription refilled for the first time on our new insurance, I was told I had no prescription benefits. Well, since we have a fairly nice, shiny new policy, I did the only thing I could. I got mad. I didn’t take out my anger on the pharmacy tech (who apologized profusely over what was going on). No, I prepared myself to let the health insurance customer service agent truly have it. I dialed the number, and many frustrating automated prompts later, I was warmly treated to
…A BUSY SIGNAL!
Here I was in line at the pharmacy window and this new company, who had so gladly accepted my first premium payment, did not even have the decency to put me on hold? My anger level had increased from a simmer to a boil. I came home and sat at my desk, dialed again, and finally was placed in the queue. The next escalation of my frustration came when the robotic voice said my hold time was likely to be “in excess of 60 minutes.” Now, I had left simmering and boiling, and had moved straight to explosive! Especially since the hold music I was forced to listen to only had two songs, both of which could only be described as terrible elevator music.
I tried to get some work done in the meantime. I tried to settle down. But, the longer they made me wait, the greater my headache grew. It was around the three hour mark in my hold-time journey that something snapped in me. All of the sudden, my thoughts were not on how rudely I was being treated, but on how rough of a day the customer service reps were having. The job of these representatives is to listen to people complain all day long, and here they were with a hold time that they had no control over. Imagine the screaming and yelling that had been directed at them all day long.
My attitude changed.
And, when, at the three hour and twenty-three minute mark, Trevor answered the phone, I was no longer angry. I even tried to empathize with him by asking him if he was surviving this tough day. His answer, “You’re the first person to ask. I’m hanging in there, but thanks for asking.” He fixed my problem, and the pharmacy was able to process the refill (for free due to my new benefits, I might add). Just before I hung up, he wished me a good day, and I know I heard a smile on the other end of the line. Maybe it was a smile that helped Trevor survive the rest of the day. I pulled my emotions back in line, and instead of ruining someone else’s day, I made his day better.
What would the world look like if making someone else’s day brighter was our daily goal?
You must be logged in to post a comment.