Quote:
Originally Posted by Little Cat
The best advice I was given when dealing with conflict was not to argue but to say things like, that must make you really angry, tell me about it, I can see how upset this is making you, tell me more about what happened - basically give them time and space to let off steam. And then ask what they would like to happen, and you go from there. With an apology. Does that help your situation at all?
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Not at all.
I just have a hard time showing empathy I tend to keep my emotions to myself. Honestly, I have a resentment of having my issues not being heard yet I gotta hear other people's problems (I know this is a work situation but still) - it's just emotionally draining on a daily basis.
I just don't know what else to say I tend to zone out. I do say oh I am sorry something very short I don't want to feel like a shrink. I don't know probably sounds selfish of me. There is a video I have been studying need to go back and look at it on showing empathy.
Another issue I have is having problems de-escalating a mad customer I can tell they take power over me instead of me being in control. Always resorts to needing a supervisor all the time. I listen to other agents use empathy just fine it's me sitting in silence not knowing what to say most of the time I just want them off the phone tired of it. I am just someone who says there are policies and rules (yes I am rules based) I have been able to help customers turned the negative into a positive.