Just like... I can't solve these kinds of problems and manage people's feelings at the same time. And nobody cares that I do the former. People make more stupid, careless mistakes, but they never get reprimanded, because they can control their rage better. Actually, I was cleaning up after someone like that when I got dumped call, and the person on the other line.. I'm doing that constantly, and I have to deal with that, and if my tone is wrong, while cleaning up after someone else's mistake, I get reprimanded. But the person in question gets rewarded for doing and gets achievement awards because they're a "positive influence."
I have to massage the egos of overly chipper mid-western ladies day in and day out, and it gets exhausting.
Customers are ok, I guess. I'm used to them being crazy and clueless. Most of them leave it at that and are content to let me fix things. Other emplyees though, ask me questions, then feel defensive about not-understanding things or realizing they made a mistake. Half the time there's a customer-waiting on the line, and I have to be soothing for them. I can only take so much of this. I have to provide explanations only to be told "Oh, I'm not a technical person. I'm going to bring the customer on." I tried to get the customer on my line before... but they want to drag it out, and they never understand anyway. It's not even like my explanations are that technical. I don't use jargon to sound more impressive.