“Don’t Take It Personal”
Dealing with angry callers is just part of the job when you work in customer service. I learned that lesson during my very first week as a customer service representative in post-purchase support.
A customer called in, upset that his package hadn’t arrived. After tracking it, I saw the bad news: it was delayed and wouldn’t show up until after Christmas. That was not what he wanted to hear.
He was furious angry at the company, angry at the post office, and, in the heat of the moment, angry at me. He called me every name he could think of, as if I personally misplaced his gift. While I tried to calm him down, the tears were already welling up in my eyes. Before I lost it completely, I did the one thing you’re not supposed to do: I disconnected the call.
I walked away, took my break, and managed to pull myself together. And you know what? That was the first and last time I ever let a caller break me down like that.
Lessons Learned 💡
Customer service is not for the faint of heart. If you don’t start out with thick skin, you’ll grow it within a few months on the job. The key is learning to protect your emotions while still showing empathy.
Here’s my advice if you’re just starting out:
- Don’t take it personal: The customer is angry at the situation, not you.
- Stay calm: Your calm voice can defuse their frustration.
- Apologize and acknowledge: A simple “I’m sorry you’re experiencing this” goes a long way.
- Offer assurance: Let them know you’re doing your best to resolve the issue.
- Set boundaries: If a caller crosses the line into verbal abuse, you have the right to give a polite warning: “I want to help you, but if the abusive language continues, I’ll need to end this call.”
That way, you stay professional while still protecting yourself.
Final Thoughts ✨
The truth is, angry callers will come and go, but your composure and professionalism are what really matter. Think of each tough call as practice you’re building skills (and patience) that will serve you in every area of life.
And remember:
- You can mute your headset, roll your eyes, and sip your coffee ☕ while they rant.
- You can smile to yourself and think, “This call will end, and I’ll still have a job and money in the bank.”
- Most importantly, you can hang up knowing you handled it with grace.
Customer service may toughen you up, but it also teaches you empathy, problem-solving, and how to keep your cool under pressure. And hey, sometimes you just have to laugh it off. After all, you can’t let a late package ruin your whole day.
Noise-Canceling Headset 🎧 – Check it out on Amazonhttps://amzn.to/4gPMkDS
WFH Money 
Leave a comment