Keeping Your Cool
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It gets so frustrating when a caller cannot grasp the fact that since I am at the call center, there are some things that I cannot do. Most of the time callers are very receptive and they understand that, but there are others who just will not cooperate. For instance, I got a caller who was frustrated that the facility office was closed and there was a lock on his unit (for a delinquent account). I proceeded to tell him that since the store is closed and his issue had to deal with a problem with the storage unit itself, there is not much I could do. I told him I can definitely put him through to a voicemail and have the manager get back with him as soon as they can.
That response was met with immediate hostility. He belittled me and told me that I was “a waste of people’s time.” Now, I understand that he was frustrated himself, but as a customer at the store, shouldn’t you have the responsibility of first of all, knowing the store’s hours, and secondly, paying your bill? But of course I could not say that. And as much as I did want to say it I had to remember that it is really important to keep your cool and equally important to maintain a professional tone. Of course that’s what I did. I let him say what he had to say I told him to have a great day and thanks for calling!
Then I took a big breath and answered the next call.
Written by Lauren “Monet” Norwood, PhoneSmart call center newbie and writer.
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