People have no idea the degree to which recipients of verbal abuse are affected both physically or mentally. A friend of mine from high school was diagnosed at the age of 28 with esophageal cancer while working as a service rep. No one understood how this could happen to someone so young. He believed it was caused by having to endure the daily toxic abuse he received during customer phone call encounters and being forced to hold his tongue.
Personally, I've been frustrated with phone reps who operate outside the country and are difficult to deal with for multiple reasons. I really try to be kind after what my friend went through, but if I get nowhere with the rep I will ultimately drop the service or switch to a more enlightened, customer-friendly company.
I love this! "Do unto others..." should be everyone's playbook, but unfortunately, people like to take their troubles out on others. Thanks for posting this. It was the first laugh of my day.
I'd be interested to learn what the training protocols for her position include. Notice how she was smiling through the interaction. This likely has a significant impact on heart rate, the ability to remain clear-headed, and overall stress response (or lack thereof).
Managers supporting employees like this must be great for morale. I wonder if the manager's advice to "be a nicer person" stuck with the caller.
Evangel
Ha-ha! Love it!
People have no idea the degree to which recipients of verbal abuse are affected both physically or mentally. A friend of mine from high school was diagnosed at the age of 28 with esophageal cancer while working as a service rep. No one understood how this could happen to someone so young. He believed it was caused by having to endure the daily toxic abuse he received during customer phone call encounters and being forced to hold his tongue.
Personally, I've been frustrated with phone reps who operate outside the country and are difficult to deal with for multiple reasons. I really try to be kind after what my friend went through, but if I get nowhere with the rep I will ultimately drop the service or switch to a more enlightened, customer-friendly company.
Slipstream
I love this! "Do unto others..." should be everyone's playbook, but unfortunately, people like to take their troubles out on others. Thanks for posting this. It was the first laugh of my day.
Well Street
I'd be interested to learn what the training protocols for her position include. Notice how she was smiling through the interaction. This likely has a significant impact on heart rate, the ability to remain clear-headed, and overall stress response (or lack thereof).
Managers supporting employees like this must be great for morale. I wonder if the manager's advice to "be a nicer person" stuck with the caller.