My View: Compassion rekindles our shared humanity [buffalonews.com]

Rafael Maravilla(PACEs Connection Staff) 7/20/214:00 AM

By Mari McNeil, The Buffalo News, July 18, 2021

One recent morning I called the E-ZPass customer support line to resolve improper fines on my account. I know that E-ZPass New York has had a lot of technical problems lately, and they have been in the news. I expected a protracted tangle of a fight.

I called early in the morning, but still had to wait 25 minutes to talk to a human – this after wading through a confusing menu of options. Finally, “Donna” answered the call. Though it was only 8:30 a.m., she sounded tired, defensive and beat down.

I could have been just one more angry customer, starting her day off dumping my own toxic stress. I’ve been that customer, and once got into an ugly shouting match with an insurance representative as I was stranded with a flat tire on the Thruway with cars whizzing by, an interaction I’m still ashamed of.

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