Sometimes you can bring them back to earth by saying, while looking genuinely puzzled, "I did that?"
Example:
SC: You took my order yesterday and lost it!
Me: (in a very professional, concerned tone) I took it? What time was that, do you remember? It would help me track it down if you told me what time I took your order. '
SC: Oh. Well, it wasn't you exactly...it was (describes another co worker.)
Me: Ah, okay. Thanks, that will help.
SC: And then you lost it!
Me: Well, ma'am, your order was likely run last night, so it would not have been me who ran or filed it. I don't think it was me that misplaced it. I need to find out who was on shift.
SC: Oh. Well, no, I don't mean YOU did it...
And so on. In a case like that, if you can actually keep it personal, they can't dump their anger at "the machine" on you personally. Well, of course, they can, but they often won't. I have diffused very angry people like this. People forget that employees are not the overall company in general, they are real people.
Of course, some people are just douchebags....
Example:
SC: You took my order yesterday and lost it!
Me: (in a very professional, concerned tone) I took it? What time was that, do you remember? It would help me track it down if you told me what time I took your order. '
SC: Oh. Well, it wasn't you exactly...it was (describes another co worker.)
Me: Ah, okay. Thanks, that will help.
SC: And then you lost it!
Me: Well, ma'am, your order was likely run last night, so it would not have been me who ran or filed it. I don't think it was me that misplaced it. I need to find out who was on shift.
SC: Oh. Well, no, I don't mean YOU did it...
And so on. In a case like that, if you can actually keep it personal, they can't dump their anger at "the machine" on you personally. Well, of course, they can, but they often won't. I have diffused very angry people like this. People forget that employees are not the overall company in general, they are real people.
Of course, some people are just douchebags....
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