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Originally Posted by TunedOut
it could sometimes really throw me off my game (it would effect my concentration). ... Back then, I made the mistake of trying to reason with them and be honest about what I had the power to really do for them. I am afraid that I heard some of my colleages make promises to a raging customer that they could not keep. They made that promise to get rid of them. Some ragers are unable to control themselves but others use it as a tactic to get what they want. The ones that thought they got what they wanted were likely going to be more angry when they called back because they didn't get what they were promised.....
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Yeah, throwing you off your game is the worst of it. We get a lot of people who'll do it intentionally so they can try to get some sort of compensation or cheat while you're disoriented.
You say that your honesty was a mistake, but it doesn't seem like making empty promises helped your co-workers that much either. Personally, I think it's better to stand your ground. Caving just reenforces the behavior, especially if they do get what they want.
Quote:
Originally Posted by Open Eyes
Rage tends to be about "control" and how someone can blow up when they feel they are losing control.
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Relating that to gambling, I've noticed that the ragers are often the ones who derive their self-esteem from their gambling habits. I have no idea why anyone would want to tie their self-esteem to a game of chance, especially one where they're disadvantaged, but I don't have a gambling problem.
They're not after money. They're chasing a feeling.
Quote:
Originally Posted by eskielover
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.
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We have a "customer service training," but it's garbage, cookie-cutter drivel that was probably copy-pasted from some "10 steps to becoming a better worker drone" Buzzfeed article. Yeah, it would be great to get some actual training from people who have actually worked in the industry.
I will definitely try to learn from my better co-workers, and maybe report back what I've learned if it's anything insightful.