I have worked in customer service for well over a decade. Retail, and now an office environment as a CSR. They always tell us “ let the customers vent, listen, empathize.” Which I do. I try to anyway. But far too many people make it near impossible. I let them vent, wait until they’ve been quiet for a solid bit of time before saying anything, then they interrupt me. Then accuse me of interrupting them. This happens A LOT. If you called us because you need our help, why can’t you shut up and let us help you? If I can’t get a single word in, how am I supposed to help?
Today I had a guy who wanted to speak with one of the other reps in the office, his phone cut out when he said his name, so I politely asked him if he’d repeat his name. He said something snarky that sounded like a joke. Trying to be personable with him I laughed, what I thought, with him. Turns out it wasn’t a joke. He got REALLY nasty with me and then told me he had had multiple strokes, which led to Aphasia. I had never talked to this guy before, how would I know he had Aphasia? I don’t even know what that is. I just needed him to repeat his name, and I asked him very nicely to because I could tell he was growing impatient. He then accused me of being un-empathetic and demanded I get on my computer and look up his illness. (I did btw, and I didn’t see anything that excused him being a condescending jerk towards me.)
I have people yell at me, cuss at me, tell me I’m wrong, and don’t let me get a single word in. I’ve had countless people absolutely fly off the handle when they miss a payment and now they are being billed for two months. They try to blame everyone else instead of taking responsibility for themselves. I try to explain in a calm, slow, tone, I try to work with them as best I can but they insist on going berserk.
No matter how many times I say “I am sorry” to people, or even go as far as to humor them “I must have misunderstood, that is my fault.” Whatever…they continue to yell, argue, curse at me. How on God’s green earth can I possibly have empathy for people like this?
I used to be an empathetic, caring, person. But working in customer service for so long has made me numb to people. It’s either that or they raise my blood pressure to dangerous levels. If people want, or need, empathy, an ear to listen, whatever…why is it so difficult to just be decent to the person who is TRYING to help?