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| *Ostroff, Fair and Company>>>Government & Non-Profit |
How did you cope working with difficult people? |
how did you cope working with difficult people, in a call centre environment, when there is target to be met? I work with 2 hateful old nags. They do not like me, because I am young (37) bossy (not really but I won't do things the way they have been doing them for the last 30 years, I was hired to change things) and they can barely be civil. I kill them with kindness, and it irritates the crap out of them. I never leave without saying good bye or if I'm running an errand I ask them if they need anything. I am over solicitious about jumping in and doing things that require climbing the stairs or bending over... You can see them getting madder and madder but what are they going to say to the boss??? "Tina bent over and picked up the paper I dropped?" or "Tina insisted on running downstairs to make my copy for me". I think that the only thing that will help is taking the long view and distancing yourself personally from the callers. I don't mean not to care; I just mean taking absolutely nothing they say personally. You need to take the view that you and the caller are trying to solve something together. If they do not respond in kind, they are not as evolved as you. It's okay to feel compassion for someone who is frustrated, but not to accept any aggression. I also think it is vital to take care of yourself when you are not at work. Eat well, get rest, do things you like, and try to leave work behind when you are done for the day. First of all remember that its the person you are talking to you that is having the issue. Try to ease the situation by using words like, let me try and help you sir/ms. or I understand, lets see what we can do. emphathise with the person then try and find a solution. Also, take it is perspective. It's only a job. Wow, good question. I used to work in one of those where they actually sometimes monitor and tape your calls to judge if you are doing everything right and you had to get a certain score to keep your job :( I always used to just doodle on paper, read something while I was talking to customers, or just try to get people off the phone as quick as possible. I don't know find a little game you can make of your job to make the day go faster, so then you can leave! And, that's what we all want anyway =P Breath slowly and remember whatever is being said it not being directed at you. Also rember to smile at all times. Dont let them see you sweat! And if you have to, so sit in your car on your break and scream. Handle the situation the way you are told. Stay calm, don't catch an attitude. They can't do anything to you. And you're getting paid regardless. So deal with it. Worked for Walmart.com, Convergys |
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