Thursday, August 15, 2013

Please Don't Scream

I've worked in customer support type jobs for years and had to deal with angry people. I've been in that position myself where I’m upset with company and it’s no fun. I do wish people could keep their composure and not scream.

Customer service isn't for the faint of heart. Most of the time you are dealing with people who are pissed for some reason. One of my first customer service jobs was for a company who took people’s pictures and made them into throws. These were very popular around Christmas time as presents.

There was a deadline to get your order in to get it before Christmas, but some people ordered after or an issue happened that caused their throw not to arrive by December 24th. One time, it was because of a massive storm that shut down a whole town including the mail service. People were still really upset.

I found working that job that I had a knack for dealing with the issues, calming people down and not getting upset for being cussed out. One girl that started at the same time had a lot of issues with being upset when a customer got angry and yelled. She only lasted a couple of weeks before she quit.

Even though I’m in tech support now, it’s still pretty similar. I try to help the customer the best that I can with their internet issues. Like with customer service, the customers can get very angry as well as start screaming and cussing.

I understand that people get upset but I dislike it when they take it out on me. It still doesn't bother me too badly but I just find it rude. I’m a living, breathing person who doesn't need to be screamed at no matter how upset a customer is. It also tends to give me a migraine. One customer kept getting shriller and shriller as she screamed. My head ached badly after that call.

One time, I was on the other end of the call. I was getting packet loss on my line which was causing my internet to be all goofy. I called my ISP and I got a tech that obviously didn't care about doing anything to help me. It made me angry, but I was pretty calm and just demanded a supervisor.  The supervisor was much more helpful and was able to resolve my issue.

If you get angry and feel the need to scream at a customer service rep or tech support, please refrain from screaming. I know that it can be frustrating but the person on the other end is just that – a person.

1 comment:

  1. I work on a Probation Hostel but before that worked on the buses so have some experience of what you are talking about. I also study philosophy and find it helps me deal with people.