She was correct to point out that she wasn't personally responsible for your bag being delayed and/or damaged. She was merely the agent trying to help YOU. Perhaps there was an accusatory tone in your voice when you approached her? Helping the customer realize that the person they are dealing with is there to help and did not personally cause the issue gets the blame game out of the way and helps focus on getting the matter resolved. It's a common customer service technique for diffusing an irate customer.
I get the feeling your chosen screen name "Princessbeth1" describes you very well!
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