Mary

This is such a thoughtful post- thanks for sharing.

Perhaps in your interaction with the customer service rep- anxiety was unwittingly provoked in him- about his own capacity to perform his job- perhaps he did not know how to solve your issue, and perhaps he was too ashamed to acknowledge that.... these are all conjectures, to be sure... but they also might provide options for a greater range of reaction and empathy on the part of the client.

Thanks for stimulating my own thinking, and inviting me to expand my own capacities for empathy, when I find myself in situations like the one you described. As we all invariably do!

Lori