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You really have the best job. Email is a lot better than live calls. All your responses are clocked, aren't they? The emotion is in writing only and you don't have to listen to the anger and frustration over the phone, is that correct?
It would seem that the only person you have to please would be your boss. Providing quick, accurate information would be the goal. Unless I'm reading this totally wrong.
Even when you call customers, you have the advantage of taking control of the conversation right off the bat and the key is to let them vent first, respond by saying that you understand that they are frustrated and angry and assure them that you are there to provide them with the quickest and most accurate solution possible. The key is to remember at all times....they are not angry with YOU. They do not know you! You are only a voice on the other end of the line.
I did this kind of work in IT and in - believe it or not - collections. Our collection work was very successful because it was post-judgment. If they did not pay, we hawled their butt into court. So, we had leverage.
Anyway, if you can remember that IT IS NOT PERSONAL BECAUSE THEY DON'T KNOW WHO YOU ARE that will take you a long way. Let them continue to own their negative emotions and try to resist taking them on.
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 Vickie
Last edited by VickiesPath; Oct 27, 2009 at 08:36 AM.
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