Today’s a bad day. 🙁
I had to handleÂ 2 problematic calls which of course, I pick the calls,Â MY ass is on the line. To kena twice in a day makes me feel like I’m going to be suay for 3 years.
I cannot understand why people refuse to accept the alternative and want to persist in forcing you into a corner. Just as you want me to understand your position, please try to understand mine. I am not in the position where I can make decisions and promise you anything. We try to give you the best we can offer at the moment while we rectify the problem but that does not mean the change can be made instantaneously. I don’t have magic. I can’t just wave a wand now and make everything ok. So stop trying to make me feel damn small. Stop thinking you can insult my intelligence just coz I can’t argue back. Bottomline: don’t think that just coz you’re the customer, you’re ALWAYS right. It’s not true ok.
The first call made me so frustrated and pissed off that I just wrote “FUCK” on my rough paper. I was even ready to break my pencil in two. Anyway, I wrote some angry words next to her name on my call log sheet. She’s condemned by me. :angry: :angry: :angry:
I need some management lessons. Tell me how to be empathise and yet stay firm. I realise when I empathise with the customer, they somehow get bolder and continue on and on. Oh well, in other words, they finally succeed in making me feel small and I end up having to escalate the call to my team leader. It’s so frustrating. The normal me would have just argued back and even put down the phone if I feel like it. But here, I have to (pretend) to be patient and understanding when I’m bursting inside to tell the person on the line to just fuck off.