My Support Forums - View Single Post - Anxious about confronting people and failure

eskielover · Jun 29, 2019, 08:17 AM

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we had days in my job working for the telephone, cable and internet company where the wait times were in excess of 30 minutes which made customers unhappy before you even picked up

lol....this reminds me of all the YEARS I was having to deal with the IRS (thanks to my idiot now X-Husband). Wait time was minimum 1 hour with no call back place option to select. Because I live in the country, dropped calls was the NORM after waiting 55 minutes

Then when I finally did get a real HUMAN to talk to they didn't grasp the problem I was having or how to help or even direct me to someone who could help. Though many times I did receive outstanding help. But I can understand how by the time one gets to finally talk they have run through their mind all the negative scenarios. Tough job.

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I honestly don't think it's the only thing you can do. Before an angry customer explodes in a rage fit, I can often see tension building up to the explosion. Some of my co-workers are able to take control of the mood, diffuse the situation before they explode, and angry customers simply fall in line. It's like a conversational sleight of hand. Of course, it doesn't always work, and it's usually only the most experienced dealers who are able to do this well. But I know it can be done.

It is a shame that they don't provide some basic training strategies that these more experienced dealers have learned over the years of practice. Observing what they do & how they do it is a good learning tool too. Since you are aware & have the desire to learn.....that is the first step. I am sure you will become successful at doing this.