working in a call centre

['andersom']

I don't know what kind of call-centre you are working at.

But, no matter if it is inbound or outbound, selling things or customer service, don't let the mood of the caller get to you.

Saw quite some people getting really upset, because of the way angry customers treated them.

But, in the end, they don't know you, and they are not calling you personally.

Angry customers call because they do have a real problem, that needs fixing, or, they are in a foul mood, and found something to bitch about to get it out of their system. Their neighbour, dog or spouse probably was not around to yell at, and, at least you are getting paid for being scolded. (Be it, very likely, not a brilliant salary)

In the first case, trying to fix it, or, logging the problem right, and reading out to them how you logged the problem will make that they feel taken serious.
The other case, letting them rage a bit can help. Though, sometimes you wonder. But it is not about you, and, realising that can make it easier.

[bucephalus]

. But it is not about you, and, realising that can make it easier.

I do tell other people this one but i probably forget when i'm on the call myself.  it's not too bad in general, i just get into some awkward situations sometimes and i can't move on in the call.  there are a lot of situations where the system is saying one thing and the customer is saying the other and it's our word against theirs.  I need to try and imagine what i'd expect as a customer if the situation is reversed perhaps

[renaeden]

I need to try and imagine what i'd expect as a customer if the situation is reversed perhaps

Yeah and that can be hard for us autistics to do. Each situation varies so much.

I actually had someone from a call centre call me about when my mobile phone contract would finish, it was nice to actually be told and not have to guess like I have done before, heh.

['andersom']

. But it is not about you, and, realising that can make it easier.

I do tell other people this one but i probably forget when i'm on the call myself.  it's not too bad in general, i just get into some awkward situations sometimes and i can't move on in the call.  there are a lot of situations where the system is saying one thing and the customer is saying the other and it's our word against theirs.  I need to try and imagine what i'd expect as a customer if the situation is reversed perhaps

Do you have a card with a script of what to say?


Most awkward phonecall I once got was someone calling who was in the middle of a HUGE domestic fight. Very weird. She wanted to get a cab away, but, ordered a return vehicle too. And I so wanted to tell her not to go back. 

[Al Swearegen]

. But it is not about you, and, realising that can make it easier.

I do tell other people this one but i probably forget when i'm on the call myself.  it's not too bad in general, i just get into some awkward situations sometimes and i can't move on in the call.  there are a lot of situations where the system is saying one thing and the customer is saying the other and it's our word against theirs.  I need to try and imagine what i'd expect as a customer if the situation is reversed perhaps

Do you have a card with a script of what to say?


Most awkward phonecall I once got was someone calling who was in the middle of a HUGE domestic fight. Very weird. She wanted to get a cab away, but, ordered a return vehicle too. And I so wanted to tell her not to go back. 

That would suck.