It comes as no surprise there are certain situations which cause high levels of stress. For example, finances, religion, furlough. Too soon? But what about places, like a funeral home or your in-laws?
Just last week, I had quite a stressful time at the Dept of Motor Vehicles (DMV). I was already dreading the visit because my recent renewal notice indicated I could not renew online. I asked why and they didn’t know. Also, there’s no walk-ins, so I made my appointment like the other 60 people also waiting.
Upon entering the crowded room, I confirmed my appointment on the kiosk and sat down nearest the main (and only) door. With people sitting behind me, in front of me, and around me, I didn’t love the experience.
And then it hit the fan. A man was called to the information desk. Loudly, he explained the document he had in his hand was the only birth certificate he had, given to him when he was born in a Naval hospital. The DMV personnel explained the document he gave her was actually a souvenir and not a certified birth certificate. As he began waving his arms around, getting louder, a bystander (como se dice in Ingles) ‘egged him on’. More shouting ensued.
My heart began racing. I felt fear develop. As I calmly slipped out of my seat and took refuge in the bathroom, I could still hear him yelling and cursing. The other customers were offering retorts, effectively making the man more mad. Eventually, I heard the final sound of his aggressive cursing and childlike reply of telling everyone he “hates Trumpers”.
I stayed in the bathroom. My fear was he would return with a weapon and with only one exit, I didn’t want to be stuck. Granted, this probably sounds like an exaggerated response but, for me, the DMV had become a nightmare. But there’s more.
Indeed, he did return. I had just gotten back to my seat. Same man, same hat, same voice, same missing teeth, same shoes, same walk, same rip in his jeans at the kneecap. This man returns to the information desk to state his twin brother was just here and was refused service due to an incorrect birth certificate. The (same) DMV personnel voiced her instructions once again, stating the man only needed a certified copy of his birth certificate. His voice began rising once again. And I returned to the safety of the bathroom.
The man stated he was born in 1969 and this is the first time he’s ever been told (correction (he mentioned) his twin brother had ever been told) he couldn’t use the document he had. For the 3rd time, the DMV personnel explained since the “twin” had never had a driver’s license in Texas, a certified copy was required. The man was asked did he have a Texas license? He replied yes, he got it last year. The patient DMV lady said the same rules which applied to him then also apply to his twin brother now.
Side note. From my audio-only bathroom vantage point, I found this entire catastrophe the weirdest encounter. Why didn’t the twin have his certified copy? How would one think the requirements only apply to a select few? All rhetorical.
After what felt like eons, the “twin” left sans cursing and name calling. Once again, I returned to my seat. Approximately 45 mins after the scheduled appointment time, I renewed my license and hastily exited. I can only hope the next time is more peaceful.
For customer service centered positions, stress can be high. Opinions overwhelm. Anger bubbles out. It can be a lot to take in. But I’ve never seen someone return to the proverbial scene of the crime to claim he’s the twin.
I should try it next time.
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I ask you –
What’s the wildest thing you’ve seen happen in public?
(The post Customer Service Chaos first appeared here at Running on Fumes.)
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