As most know my current role involves clinical quality assurance. Essentially I listen to crisis calls and provide feedback, education, support to other counselors.
I also have had humans in my own world be frustrated with me when I use my “customer service voice.”
I can tell you with 100% certainty that a counselor, or myself, are never ever using that voice or tone out of anger, spite, frustration, or anything negative.
I can also tell you with 100% certainty that when I hear this tone I know this person feels overwhelmed, exhausted, scared, unsure, lost. They are fighting through heartache, exhaustion, and tears to show up anyway. They want to be kind when the world is not kind to them. They want to be a place of rest when home and peace are lost in that moment to them.
They are trying. The alternative is allowing those awful feelings and moments to take over, to be sharp, unkind, unloving. And so they take a deep breath and say hello and pray the next syllable hides their brokenness.
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