I just had a little unexpected meltdown on a call to refill Edward’s Remicade prescription. It’s a call that is already silly: our current insurance forces us to use a pharmacy that ships the medication to the hospital, when our former insurance just had the hospital pharmacy provide it. So it used to be that we did literally nothing to refill the prescription (the nurses just let the pharmacy know it was needed), and now instead we receive an automated call asking us to call this remote pharmacy, and then we call them, and we spend five minutes contributing NOTHING to the process except to say “Yes, as usual, go ahead, yes, as usual, yes, thank you, yes, just do it as usual, I don’t know if that’s right, the hospital handles that part” and confirming that nothing has changed. The whole thing could be automated, but is not, and we endure it because who is going to make a big system-changing deal about an unnecessary five-minute phone call every seven weeks. Not me.
This time the call took more than half an hour, and I would have said it took 45-60 minutes except I did not actually check the time I started the call, and it is so easy to exaggerate when telling a story of high emotion. I just know it was more than half an hour because I DID glance at the clock the first time she said she was going to put me on hold, which was already well into the part of the call when I was wondering how much longer this was going to take, and I know it was half an hour after that when I finally got off the phone. Anyway, when I had been on hold twice for her to check something AFTER I had given/confirmed allllll the information I ever need to give/confirm, I asked DID she need anything more from me, because it sounded like all she still had to do was confirm things with the doctor’s office, and I’m never involved with that. She said she did in fact need more from me, but that she first needed to confirm with the doctor’s office before she could go on to that part of her form, so I would need to be on hold again while she did that. (This is not typically the case when I call. They typically deal with me, then hang up and do the rest with the doctor’s office.) Then there were two full rounds of unsuccessful attempts to contact the doctor’s office plus one session while she looked for alternate ways to contact them—all of this with me still on the phone. I finally asked WHAT information she still needed from me, and she said she would need me to confirm whatever shipping date the doctor’s office gave her.
That was apparently my breaking point. I transitioned from “somewhat impatient, but still cooperative and polite” to FULLY FLIPPED-OUT in what I would estimate was two, maybe three seconds. My voice went from normal and calm to fast and intense and shaking. In this mode I went on at some repetitive length about how they did NOT need that from me, that I NEVER confirm the shipping date after they speak to the doctor’s office, that I did NOT need to personally confirm the shipping date as long as they were getting it there in time, that WHATEVER the pharmacy and the doctor’s office agreed upon between themselves was FINE with me and I would be giving an automatic YES to whatever it was and did not need a separate call for that, that I did not CARE when they shipped it as long as it got there by the date I had already given her, that I would be happy to give that same VERBAL PERMISSION individually for every single shipping date between now and then if I could JUST GET OFF THE PHONE.
I feel bad that I said it all in that quavering losing-it voice (so contagious to other people’s moods) to someone who has very little power over the situation, and is attempting to do her job as she’s apparently been instructed to do it. (I don’t know how the other representatives avoid what happened this morning; the one I spoke to implied that they did it by not following the rules.) I did remember to say early on that I knew this was not her fault and I knew she was doing what she was supposed to do and I knew that she didn’t make the rules—which, as a former customer service worker, I can say really helped ME when someone was flipping out.
I also recommend, if you are the one flipping out, using “they” to refer to the company you’re having a problem with, rather than “you.” So you’d say, for example, in your high, quavering, clearly-losing-it voice, “I don’t understand why they need me to agree AGAIN to have it shipped!!,” rather than “I don’t understand why you need me to agree AGAIN to have it shipped!!” This helps make it psychologically/emotionally/linguistically clear that you see the nearly-powerless person you’re speaking to as separate from the entity in charge of them. Plus, you get a better answer, if there is one: if you use “you,” you get useless stuff about protocol and following orders, because the agent is hearing “you” personally and so is telling you why he/she specifically has to do it that way; if you use “they,” you might get information about why the company has its agents do it that way.
Anyway, I am not proud of myself this morning, and I’m embarrassed. Everything is weird with all the pandemic weirdness, and there is no need for me to add a meltdown to someone’s working day. (I’m still mad about being on the phone SO LONG FOR NO GOOD REASON though. If you must-must-MUST confirm with me, then CALL ME BACK. WE ARE ALL HOME ALL THE TIME NOW. GAH!)