Things are improving need to vent some

Been doing better at my job now perm been there for 4 months getting new insurance etc. I also took a test to help other agents I didn't pass have to wait 30 days to take it again there is no study materials plus it is the kind of test to just wing it. Now, my boss went over what went wrong he really wants me out there floor walking I need a break from those phones before I snap at a customers.

I am also looking at apartments so I can move in January as my office will be moving an hour away from where I am currently at. Yesterday, it was a bit stressful. I am level 1 tech support the position is stressful when it comes to boundaries with customers nothing but constant children I deal with on the phone - rather be walking the floors helping agents or doing something else within the company.

My boundaries are still weak not only in personal boundaries but also boundaries for work. When explaining things to customers, seems like I just going circles not a strong point but have been working on it daily. An issue at work I am having is when the call center gets loud customers can't hear me so they hang up on me. I don't have an outdoor voice not sure if I can train my voice to be louder (gets louder when I get very angry) I feel like I have to yell into my headset. Any advice on speaking louder?

I seem stuck at not knowing what to say to customers when they get super upset try to be apologetic but then too much silence with an angry customer again not sure what else to say. I need to make my boundaries stronger in general, feels like I am at a lost. I keep losing confidence sounding confident on the phone basically we are lying to customers on different things guess that's why I can't sound like I am confident. Anyway, I am just having confidence issues in general.

I don't know venting but any advice would be helpful.

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?

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.