It takes two.

Fairly big company, they goofed by half on the refund when I sent something back; I called.

Clearly their rep was bracing herself for the outrage from a customer they’d done wrong to. I wondered what or who she’d had to deal with prior to me.

So I took that as my challenge to cheer her up: no harm done, I knew they would make that adjustment no problem, and why not take it as the blessing of a chance to meet, if only by phone and only for a moment?

She found where the error had come in–Oh, this is it, as she fixed it. It was so gratifying to hear the smile that had come into her voice.

Cool, thanks!

I got off the phone marveling that I had actually enjoyed having had to be on the phone with customer service. How often does that happen?