Life Lessons from an Amazon Customer Service Rep

Liz Jin
3 min readApr 11, 2022

Prajith taught me a valuable lesson about diffusing a situation

Photo by Charanjeet Dhiman on Unsplash

One morning, I woke up on the wrong side of the bed. I was in such a cranky mood, and the littlest things set me off. Someone cut me off while driving. Rude! My doctor’s office didn’t offer parking validation. Annoying!

The final straw was when I received an email from Amazon saying that they had misplaced my order (now twice). And they still had the gall to charge my credit card. How dare they. Heads will roll!

I immediately whipped out my computer and logged into my account. I joined the queue to speak to a representative, meanwhile impatiently tapping my fingers on my desk.

When I finally connected with Prajith, I was ready to unleash my full wrath on this poor customer service rep.

Photo by Icons8 Team on Unsplash

I expected a canned apology and a refund and then to move on with my day. Instead, Prajith surprised me.

“Hello, Liz! I hope you are doing wonderfully on this most pleasant day! I am deeply apologetic for the inconvenience caused so far. You are most deserving of this credit!”

His deferential manner and sincere apology were so over-the-top that I couldn’t help feeling sheepish for sounding so indignant earlier. Not only did I immediately calm down, I felt embarrassed about my attitude, not just on the call but the entire morning. Honestly, I couldn’t remember what I had been so worked up about.

By the end of the call, I thanked Prajith profusely and promptly ordered more things from Amazon.

For days after the call, I couldn’t stop thinking about Prajith’s optimistic attitude.

I picture Prajith greeting his inanimate objects in the morning Marie-Kondo style. “Good morning, alarm clock! Thank you for serving me each day! You deserve more than to be made of cheap plastic. I will honor you today by making the most of my time.”

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Liz Jin

“I wake up in the morning with a desire to both save the world and savor the world. That makes it hard to plan my day.”