People in customer service are used to taking calls from folks in all walks of life, but one customer service agent recently found herself in a situation she never would’ve expected.
The agent, a woman named Sarah who works for a pasta company, got a text from a customer who had much bigger problems than overcooked spaghetti noodles.
While she easily could’ve dismissed the customer, she instead chose a compassionate response that is now being praised across the internet.
Sarah was at work late one night, manning the customer service 24/7 chat portal, when she got a very different kind of message. It’s almost as if the person t exting had mistaken the pasta company’s number for the suicide helpline.
Ever the professional, Sarah reminded the customer that the hotline is only to be used for the company’s products. However, this didn’t dissuade the client– it just showed them how to bend the rules ever-so-slightly.
On the exterior, the text was simply about lasagna noodles, so it’s technically allowed by the company. But Sarah could tell the problem went much deeper than dinner, and she didn’t shy away from letting this person know that she understood what they were feeling.
Sometimes, a person who is suffering from depression just needs to be heard.
“Lasagnas can be fixed.” So true, isn’t it? With her simple words, Sarah is just letting this person know that there is no problem so great that it can’t be fixed. Even when it seems we’ve made a complete mess of things, there’s always a way forward.
That’s the spirit, indeed! Sarah’s pep talk no doubt left a big impact on the person texting. We hope her bosses see this and give her a big raise!
Please share this story to let anyone who’s suffering from depression know that there is always someone out there who is willing to listen to you.
The National Suicide Prevention Lifeline is available 24/7 if you or someone you know needs urgent help. Call 1-800-273-8255 or go to their official website to live chat with a counselor.