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First off, it’s important to understand that the customer probably is incredibly frustrated also. They have been trying to figure out their issue on their own long before they called you. Being empathetic to them is incredibly important to create initial trust. But if they are angry, I always recommend sticking to the structure of your support framework. Meaning asking simple and clear questions, resolving issues piece by piece, and making sure the conversation does not stray away from things that do not help the actual resolution. It’s hard sometimes, and people are difficult, but it’s ok. You got this.
Thank you, this was so encouraging to read. It can be so easy to get blinded by my own emotions. I really do need to practice redirecting my thoughts and feelings in these situations with customers. It feels so personal, but I need to remind myself that they are also frustrated, and I'm the hypothetical "grown-up" in the situation.
I have spent about 15 years in customer service and sales positions I've been screamed at, berated, threatened etc. You will grow thick skin. If you stick with it, you will start to realize that it's not usually directed at you. They are upset with the company or a situation. You can't take it personally. Remind yourself that they are angry in general. If they start berating you then it's their own insecurities coming out. They want a reaction. They want to feel like they are in control.
Thank you so much. I really do need to try to remember this and not take it so personally. I really appreciate you sharing what you've learned over the years. It's super helpful to me!
Remind yourself they r not angry at you. Don't take it personally, I take deep breaths, and if I need to I will walk away. You grow stronger as you continue to work in the customer service field as people are rough and take it out on you, unfortunately. Hang in there you are doing great. Remember to always do something to destress after work...yoga, exercise, reading, puzzles, etc...
Never take a phone call personally! Either they're wrong and have no right to argue, or they're right and are mad about something you probably can't change. Either way, apologize for the issue, and don't take it as an attack on you. Best of luck to us all.
All you can do is the best with the available resources, so try to remain confident in your ability to do so. And try not to stay stuck on that anger that was directed towards you. If you can, laugh it off (to yourself, not their face).
Honestly, I feel like if you have to cry, then do it. Just don’t give them the satisfaction of knowing they brought you to that point. I agree with the comments about trying to remember it’s not you personally. That’s the important thing. Don’t take it to heart.
They could be dealing with other stuff. Since I work for a bank, the stuff they are upset about is often valid. Credit cards can be frustrating.