Most upset customers I can calm down now, I've got a rhythm to it. But every so often someone crosses into cruelty, calling me names, and it lodges somewhere deep and won't leave. I'll be lying in bed hours later still hearing that one voice, wondering why I let a stranger ruin my whole night.
More people experience this than they realize.
You handle most complaints fine, but the abusive ones lodge deep and stay with you.
If this sounds familiar, the Library can help you find the bigger picture.