This is probably the worst encounter I've had since working at my current job (State Farm). I figured I would document.
My co-worker and I were both sitting at my desk in the front as she was training me to do a Homeowners quote. Amy (my co-worker) and I were the only ones in the office at the time of this occurance.
An elder lady walks in to pay her bill as she does faithfully every month. She has a bit of a hearing problem and so I must shout in order for her to understand me. She had an extremely displeasing look upon her face and immediately told us that she was "not in a good mood".
Upon entering her payment, I was notified that her insurance had lapsed due to non-payment. No big deal, it can be reinstated but I have to enter whether or not she has had any accidents or losses since the date of cancelation.
So, I proceed to ask her, "Ma'am, have you had any accidents or losses since the date of cancelation?"
She stares at me blankly for a moment and shouts "What?!"
I ask again and smile.
She then shouts "I don't know what you are saying, so put it on my record!"
At this point I didn't see any need in asking again and I just answered the question myself. I printed her receipt and handed it to her and smiled...I just smiled.
She then says "Why are you making fun of me? You're so rude? Do you think it's funny that I can't hear you? I can't help the way God made me!"
She began to cry.
Tears instantly surfaced and streamed from my eyes as I attempted to convey to her that i would NEVER ever make fun of someone and that I was simply smiling at her.
Amy vouched for me and told her, "Amber smiles at everyone, she would never make fun of you!"
The lady then glared back and said "You both laughed!" and walked out.
I just sat there crying. Not so much crying because she was mean to me, but the fact that she really thought I made fun of her because she had a hard time hearing. I never have and never would make fun of someone with a handicap. My mom has a vision problem and I am very sensitive to people who are handicapped. I would never ever do something so cruel and heartless.
Thank God Amy was there. It seemed as though this woman may have had a bit of a mental handicap as well or she was just extremely sensitive and would prefer that everyone give her displeasing looks as opposed to a simple smile. Because smiling at someone clearly means you're making fun of them.
I have never been accused of such a thing in all my life, until today that is.
What a day.