Two for Two

[minoanmiss]

So I am allowed to hang up on people who curse at me. But so far twice now I havent since both times they were both so clearly distressed, and when I had calmed them down with little listening noises and gotten them as much help as I could, they both thanked me lavishly for my help. Apostate that I am, I really appreciate an in context "God bless you."

So go me for not running from angry people!

Comments

[magid]

Congrats on doing this; you made two people's days better!

[kayre]

I am so glad that you are allowed to hang up, and admire you for persisting... it sounds like those folk were cussing at the system, not you.

[bikergeek]

Wow, way to go! I'm impressed. Seriously. I hope your management chain is taking note of your skills at calming down distressed people.

[amaebi]

This.

[redbird]

Well done

[cellio]

It sounds like they weren't cursing at you so much as expressing their frustration colorfully. I mean, there's a difference between "this f--- system won't let me submit the f--- form!" and "you f--- idiot, why can't you fix it?". I'm glad you're allowed to hang up when the swearing starts, and I'm glad you were able to help frustrated people.

[minoanmiss]

Well, one of them did say, "what will it fucking take for you to help me," to which I responded, "I am trying to access your wife's account, sir, and it will help if you spell her last name for me." So he did. I guess that's kind of half at me and half at the situation?

[julian]

I love the reflective listening aspects of this, and the de-escalation aspects, and the not-running parts, and ALL of it. Go you!

[amaebi]

This.

[readera]

Yay for your accomplishments. I worked in call centers for a long time so I know how much work that can be.

[amaebi]

Wonderful! You are generous as well as effective.

[petra]

It is such a good feeling to get someone from mad enough to curse to calmed-down and grateful. I hear this. <333

[pameladean]

That was awesome. P.

[dissectionist]

Back when I was a CSR I thought of those as “conversion clients”, meaning I converted them from being angry to calm. It’s a very satisfying feeling to know you can use your power for good to turn someone’s day around! I’m glad they recognized it enough to thank you appropriately.

[minoanmiss]

oh I like that formulation.

[lunabee34]

I suspect that knowing you have the option--not just the option, but the approval--to hang up on people who curse at you helped you to stick it out with these callers. I'm glad you're in such a supportive environment now.

[hitchhiker]

good for you!

[princessofgeeks]

Go you!

[corvidology]

\o/

It's nice to know you can hang up on them but lovely you decided to persist and help them.

[rmd]

Extrapolating from the way my own brain is wired, I'm guessing that having the freedom to hang up on folks who curse at you gives you the option and ability to look at calls on a situation-by-situation basis. So you have the agency to say "ah, I can maybe help this person and am willing to (and have the emotional resources to) do so." As opposed to "oh hell they're cursing at me and now I can't even hang up AAAAAAAAAAAAAAAAAHHHH [internal endless screaming and wailing intensifies]"

[minoanmiss]

Yeah, I think this is a large and delightful part of it.

[med_cat]

Good job :)

[minoanmiss]

Heh, I realized by posting this publicly I forgot to include the context of being Afraid of Angry People that you and my other long term friends know. But/and I am beaming that you know what this means to me. hugs you

[med_cat]

As you say :)

*hugs back*