This morning I entered into a conversation with a customer service person expecting them to not listen to my concerns. It should be of no surprise that they didn't. In fact, they accused me of not listenting to them and constantly cutting them off - which was fair.
It's not what I wanted. I knew such an approach would not help me achieve my goal of seeking a refund for a Covid-19 cancelled flight so what happened?
Insidiously, by expecting such a response on the other end of the phone I had unwittingly invited it. In preparation my defenses were up and I stopped listening from the moment I dialled. I was frustrated before I called and that bled through. In that moment I forgot the person on the other end of the phone was a person.