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Hi

So I was dealing today with a really mean, unkind person from a major rail company. I am well known to them and often call for very specific arrangements due to my kids and my elderly parent and all those needs...anyway, the same woman who I always deal with is just so short with me, mean, you can hear her sighing in annoyance at my questions and she always interrupts me snarkily but if i try and interrupt her (nicely) she gets louder and starts practically yelling "MA'AM!!" "LISTEN UP LADY!" etc. I have dealt with loads of these people in service (it is everywhere, not just the rail) and have had endless conflict in the past at how horrible and uncompassionate and IMPATIENT people are with someone (me) being sweet and nice but needing answers to things outside of their regular duties. So I instantly saw this woman for one of these nasty types. I usuallly keep being as nice as possible and try not to stoop to their behavior. I try and watch myself to not change who i am just because they are not being kind. so i ended up confronting her on her attitude and told her in the nicest way possible, I honestly could not understand why she is being so annoyed and impatient with me and audibly hostile. She sneered how she was simply doing her job MA"AM which I argued with a bit and kept trying to assert my point (while maintaining being nice and ABOVE her attitude) but i finally got upset and said you are just a...a... ROBOT! and i hung up! but immediately i am self loathing my reaction and being worried by being negative and mean to her, that will come back to me now and I dont want that ,i knew it was wrong and i realized it right away and honestly wish i could change it. i just wondered how does one fix the balance, right the blast of wrong given out there? I think I am seeing things so much clearer these days but when moments like these still happen, I want to know how to counter it as quickly as possible...any ideas?
thanks

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