The opportunities we seize on for daily closure can be harmful to others. Customer and technical service representatives often bear the brunt of our need to let out our anger.
The opportunities we seize on for daily closure can be harmful to others. Customer and technical service representatives often bear the brunt of our need to let out our anger.
You have probably been in the position of feeling frustrated with a company you do business with and having to go through the inconvenience of calling a service or technical representative. The person who answers is the face of the company at that moment, and wow, do you ever want to give that company a piece of your mind! We’ve all been there.
No judgment intended. But here’s the problem. The person on the other end of the line has a job to do. They don’t make the rules and they didn’t create the issue you are so mad about. It’s there job to try and fix it for you.
Here’s something to keep in mind. The rep you are speaking with may be a seasoned pro who brushes your anger off like a piece of lint on their shoulder and goes on to the next call and, when their shift ends, back to their happy life.
However… the person you are yelling at may be a single parent struggling to make ends meet, sitting at their kitchen table hoping their kids stay asleep so they can do their job. Or holding the family together while caring for a disabled partner or an elderly parent. Or a victim of domestic violence. The rep you are hollering at may be struggling with their own mental health.
Also keep in mind that service representatives’ performance is being constantly monitored. Working in isolation at home, with no emotional support, or in a noisy chaotic call center. These are difficult conditions to work under. Also keep in mind that reps may be subject to performance metrics that include how much time they spend on each call affects their annual raise and their job security. So the time required for listening to a rageful rant with demands for special service may impact their performance metrics and place their job at risk.
Letting out all that anger out can feel good at the moment, as can hearing the rep stammer and apologize. But only at the moment. The toxins you release stick around and impact both you and the powerless stranger on the other end of the line.
Before you unleash your rage, ask yourself: Is my anger in proportion to the situation, or am I just looking for someone to dump on? Also ask yourself: Am I being the best version of me? Would I want a recording of this conversation to be released to my friends and family and co-workers?
A technical support rep once told me that almost all of the calls he receives are from angry people, often to the point of becoming verbally abusive. I thought a lot about what he said to me. I recently had a customer service rep end the conversation by thanking me for being so nice to her. It reminded me of times when I wasn’t feeling so nice and wasn’t as kind as I needed to be. I felt good for the rest of the day and I hope she did too.
Compassion is a boomerang, send it out and it comes back to you. Let’s be kind to each other.