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Bad Telephone Customers - 6/5/2008 11:06:58 PM
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furrypurrykitty
Posts: 384
Joined: 4/8/2005
From: Home of the Corvette
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I just started a customer service position at a call center for the mortgage division of a bank about a month ago. When I started I had zero customer service experience. I like the job all right except for difficult customers -- most people are nice, but sometimes I get those who are not. I'm learning to handle it better, but having a caller yell and cuss (especially when they use Very Bad Words) is still upsetting. I feel shaken and kind of bruised emotionally after this happens, and it takes me a little while to get over it. How can I learn to not get upset without becoming callous emotionally and mentally? I'd appreciate suggestions, especially from those who have customer service experience.
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Oceanic Airlines: Taking you to places you never imagined.
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RE: Bad Telephone Customers - 6/5/2008 11:21:51 PM
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jaimestarcross
Posts: 767
Joined: 11/28/2005
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When I worked in a similar type job - we were told when customers
start berating or using foul language we should hang up the phone... and make a notation of the caller's attitude etc.
I mean what would be the point in listening to all that foul language/verbal abuse???
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RE: Bad Telephone Customers - 6/5/2008 11:23:20 PM
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ChoirDJ
Posts: 464
Joined: 6/15/2006
From: So Cal
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My first suggestion would be to not take the insults personally because they are not. People are losing their homes left and right and they're understandably frustrated and stressed out. They are not stressed out or upset with you (in particular) but the company that you represent. As an employee and representative of the company, you happen to be right there on the front line and in the line of fire. They can't get at the people who are really respoonsible for that problem with their mortgage. They direct their stress at you because they see you as an extension of this huge organization trying to take their money, not a human being with emotions and who had nothing to do with causing their problems.
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"Sin will take you further than you intended to go, keep you there longer than you intended to stay, and cost you more than you intended to spend." Got it?
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RE: Bad Telephone Customers - 6/5/2008 11:28:19 PM
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furrypurrykitty
Posts: 384
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From: Home of the Corvette
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I've been told "Don't take it personally," "It has nothing to do with you as a person," and "Don't let it get to you." I've also been told by my team leader I need to develop a thicker skin. My question is, how exactly do I do that? Is there some kind of mental process or something I should tell myself? I know some people who get to the point where they're cynical and just don't care at all, but I don't want to go to the opposite extreme.
_____________________________
Oceanic Airlines: Taking you to places you never imagined.
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RE: Bad Telephone Customers - 6/5/2008 11:35:30 PM
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ChoirDJ
Posts: 464
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From: So Cal
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I think it helps to have a sense of humor and perhaps share war stories with coworkers. It might take some getting used to if you've never worked in a field like this where you are likely to encounter a lot of rude and disgruntled customers. The fact that you are dealing with people anonymously over the phone and not face to face only adds to their willingness to act in ways they wouldn't if they could just see firsthand how their behavior was affecting someone else.
_____________________________
"Sin will take you further than you intended to go, keep you there longer than you intended to stay, and cost you more than you intended to spend." Got it?
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RE: Bad Telephone Customers - 6/5/2008 11:35:31 PM
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Karaboo2
Posts: 1728
Joined: 2/4/2008
From: Ontario, Canada
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My hubby would probably be better to chip in with ideas ... as he works at a call centre ... but I'd say get a strong stress ball and use it during those calls!!!
BTW, this thread will probably end up being moved to the college & careers folder, since thihs question is work related, even though it deals with people.
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Kara
I thought a thought, but the thought I thought wasn't the thought I thought I'd thought. So then I thought when I think a think, I'll write it down in pen and ink.
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RE: Bad Telephone Customers - 6/6/2008 9:43:29 AM
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rainbowtvp
Posts: 1016
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From: The Unted State of Confusion
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quote:
ORIGINAL: furrypurrykitty
I've been told "Don't take it personally," "It has nothing to do with you as a person," and "Don't let it get to you." I've also been told by my team leader I need to develop a thicker skin. My question is, how exactly do I do that? Is there some kind of mental process or something I should tell myself? I know some people who get to the point where they're cynical and just don't care at all, but I don't want to go to the opposite extreme.
I do some calling and sometimes get upset people and sometimes annoy people, etc. At first it bothered me, but then it just clicked in my head one day-- I , Tara P, am not calling them... my place of business is calling them! I am not annoyign them, my place of business is annoying them. Once that clicked, I didn't feel bad any more.
Tara P
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http://www.geocities.com/hallscola67/KyliesHomemadeShopIndex.htm
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RE: Bad Telephone Customers - 6/6/2008 9:55:12 AM
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Miss Giggles
Posts: 3972
Joined: 4/18/2005
From: MI
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I've worked call centers before, usually you would be able to warn them that if they were going to continue to use foul language then you would end the call. Works most of the time.
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RE: Bad Telephone Customers - 6/7/2008 1:35:45 AM
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jaimestarcross
Posts: 767
Joined: 11/28/2005
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It could mean, that type of job isn't for you... just another thought that occurred to me... it was the same with me, I worked 2 days for that particular call center (it was for collections) and that was enough for me!
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RE: Bad Telephone Customers - 6/7/2008 8:15:49 AM
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Cloak
Posts: 4089
Joined: 1/4/2008
From: Canada
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I have almost always worked with customer service and this field is the most draining, stressful and daunting one. Yes don't take it personally, people show their character when they behave in a certain way with us. In my last job when a customer would be rude or aggressive with me, my coach would tell me to them that we would cancel their ticket if they misbehaved or refused to abide by our policy. I think this tool would extinguish the fire of that angry rude customer and it did.
I learned in my job with customer service, even tho it's not my cup of tea - is that people show their real character and upbringing when they behave in a certain way with us which is quite true. I can be angry or frustrated, but I don't let it show or vent it on other folks, it's not their fault!
I think this field of work is most frustrating if you're a sensitive or sweet person and treat people kindly. You tend to get hurt easily and I understand that and sympathize with you since we're both in the same boat.
Blessings and (((hugs)))!
_____________________________
And My God shall meet ALL Your Needs according to His glorious riches in Christ Jesus. (Philippians 4: 19)
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RE: Bad Telephone Customers - 6/7/2008 9:05:55 AM
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redeemedsaint
Posts: 494
Joined: 12/5/2005
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I use to handle phone calls when I worked for the insurance industry. I also have had my share of rude callers and at times if you are nice to them and explain things in detail, they usually calm down. There are others that have cussed at me literally and if they continue to behave like that, I firmly let them know that I am trying to help you and you don't need to cuss at me. They will calm down after that. If they continue to be beligerant, then I do hang up on them. Not recommended.
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Woody
Get off the track cause the freight train is coming - Coach Bobby Lee Duke from Facing the Giants
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RE: Bad Telephone Customers - 6/7/2008 12:43:33 PM
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still4gvn
Posts: 941
Joined: 12/28/2005
From: State of Grace, WA
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I worked in the mental health field, which can have similar problems (LOL). It often helps to be open and say, "I know you're upset, but it really hurts my feelings when you talk like that."
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RE: Bad Telephone Customers - 6/7/2008 3:22:35 PM
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DenimDiva
Posts: 6076
Joined: 9/28/2007
From: CA
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Why not say something along the lines of "I'm sorry you feel that way, the paperwork will be mailed to you." and then hang up?
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RE: Bad Telephone Customers - 6/8/2008 5:49:09 PM
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fist.sensei
Posts: 126
Joined: 2/29/2008
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It is a good lesson in empathy.
I work for a 9-1-1 center so to say "some" callers are rude or upset would be an understatement.
The best way to deal with it is to thicken your skin. Realize that they aren't mad at you, they're mad at themselves, the situation or life in general. Also being nice and explaining that you understand why they are upset but that it isn't appropriate nor does it help the conversation helps a lot of the time.
Most of the time people just want someone to take out some steam on. If you fight fire with fire it only makes the flames grow hotter. You have to cool them down.
As for the rare jewel who doesn't care how nice you've been or how patient you've been, there is always Mr. Click.
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RE: Bad Telephone Customers - 6/9/2008 10:29:57 AM
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sunshinesoprano
Posts: 997
Joined: 4/12/2005
From: Georgia
Status: offline
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I worked in a call center for two years regarding people's FMLA claims...their jobs were often on the line and people became very irate when they were denied or were having trouble with their leave requests. Now I process them but it's not so bad.
The best way to handle it is to remember that they're not mad at you. They're mad at the whole system. You're there to help them, listen to them, and try to work through their problem. Empathy is key. They don't need your sympathy, but they need you to UNDERSTAND how they feel and what they are experiencing.
You should never tolerate foul language and harrassment, and after asking them a couple of times to stop, you can say something like, "I will now disconnect the call." Make a notation, OBJECTIVELY, about what happened, making sure not to make accusatory statements about the person, but only about their actions and words.
And good luck! The call center was not the place for me.
Now just about all I get are escalated calls!
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Pure Heart-Fresh, Progressive Southern Gospel
Sing, laugh, love, PRAISE!
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RE: Bad Telephone Customers - 6/9/2008 10:39:06 AM
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fist.sensei
Posts: 126
Joined: 2/29/2008
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One more thing:
Go easy on yourself when you do let one of the lovely customers get to you. Even after a few years of talking to a hundred ticked off people a day, I still occasionally let somebody get to me.
And then I get more ticked at myself for letting them under my skin than I am at them for being jerky.
You're human, it's going to effect you once in a while. The point is to not let it effect anywhere close to most of the time. If it continues to effect you constantly, then for your own sake you should seek other employment.
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