The world is filled with real people, just like you. I talk to people everyday in all moods. I get the happy people excited to learn. I get the frustrated people who need a little help. I get the pissed off people who want to scream at me because I’m the poor sucker who took their call.
Working in tech support makes you the target of anger and frustration. We listen to a lot of it. We take it and try not to internalize it. We’re people. We’re real. We’re sitting at desks in sterile, soulless rooms taking calls and emails from frustrated customers.
We’re doing our best to help you and be nice about it. We’re real people, just like you. The Internet is full of those real people. They answer phone calls and emails. They read scathing words and insults hurled at them. They wait patiently through the profanity-riddled diatribes that take a 5 minute fix into a 45 minute call like I had yesterday.
We’re all people. It’s hard to remember when it’s a name in a chat box or an anonymous voice across a phone line. We’re the other person at the end of your email.
The video below animates Derek Sivers’ post Real and it’s a good reminder that we’re real people behind the technology.