To shoot the messenger, press 1
January 10, 2008 9:18 PM Subscribe
I'm not cut out for call center work, but I'm stuck in one for seven more weeks. How do I deal with the many angry callers?
I recently accepted an inbound call center position that's making my life miserable. I have another job lined up, but that's seven weeks away. In the meantime, dealing with angry calls is leaving me absolutely drained. I would rather not quit the call center until I start my new job, because the pay is very good and I need the money. I would also like to learn how to expertly handle these calls as a positive experience to take away from this job. Allow me to give more detail:
The call center is the customer service arm of a national organization which administers a highly regarded professional license. I take between 100-200 calls per day from individuals all over the world who are trying to get this license. People's livelihoods depend on getting this license in a timely fashion, and they can understandably become very emotional when there are unforeseen problems or delays (which there are many).
A large amount of my calls involves me telling the caller that there is going to be a delay (anywhere from a day to several weeks) in the licensing process. Sometimes it's our fault, sometimes it's theirs - regardless, the caller usually becomes angry, frustrated, demanding, upset, or any combination of the above. I receive the caller's angry statements as a personal attack (although I know they're not), and get flustered and inarticulate. I believe this results in the caller perceiving me as incompetent. As a result, the caller will often reject the information that I'm giving them and will:
- Demand I fix it immediately (I can't, but I can escalate to someone who can, although the minimum response time is 2 days. They hate hearing this.)
- Demand a supervisor (who delivers the same information to the caller who is suddenly friendly as can be, wtf)
- Call back repeatedly (daily, hourly, sometimes minute-ly). They ask the same questions, I give the same answers, everyone's frustration level soars.
My inability to competently handle these calls is taking its toll. By the end of each workday, I'm utterly drained and retreat to my bedroom until the following morning. I dread going to bed because I know I have to get up and go to work in the morning. By the weekend, I have had enough of people and don't want to do anything social at all. Also, I am a very friendly and cheerful person by nature, but I have noticed that I am starting to becoming pre-emptively defensive and impatient with my callers.
I need to survive two more months of this job without losing my mind. So MeFites, how do I deliver bad news without the resulting anger or frustration leaving me tongue-tied and in a similar emotional state?
I recently accepted an inbound call center position that's making my life miserable. I have another job lined up, but that's seven weeks away. In the meantime, dealing with angry calls is leaving me absolutely drained. I would rather not quit the call center until I start my new job, because the pay is very good and I need the money. I would also like to learn how to expertly handle these calls as a positive experience to take away from this job. Allow me to give more detail:
The call center is the customer service arm of a national organization which administers a highly regarded professional license. I take between 100-200 calls per day from individuals all over the world who are trying to get this license. People's livelihoods depend on getting this license in a timely fashion, and they can understandably become very emotional when there are unforeseen problems or delays (which there are many).
A large amount of my calls involves me telling the caller that there is going to be a delay (anywhere from a day to several weeks) in the licensing process. Sometimes it's our fault, sometimes it's theirs - regardless, the caller usually becomes angry, frustrated, demanding, upset, or any combination of the above. I receive the caller's angry statements as a personal attack (although I know they're not), and get flustered and inarticulate. I believe this results in the caller perceiving me as incompetent. As a result, the caller will often reject the information that I'm giving them and will:
- Demand I fix it immediately (I can't, but I can escalate to someone who can, although the minimum response time is 2 days. They hate hearing this.)
- Demand a supervisor (who delivers the same information to the caller who is suddenly friendly as can be, wtf)
- Call back repeatedly (daily, hourly, sometimes minute-ly). They ask the same questions, I give the same answers, everyone's frustration level soars.
My inability to competently handle these calls is taking its toll. By the end of each workday, I'm utterly drained and retreat to my bedroom until the following morning. I dread going to bed because I know I have to get up and go to work in the morning. By the weekend, I have had enough of people and don't want to do anything social at all. Also, I am a very friendly and cheerful person by nature, but I have noticed that I am starting to becoming pre-emptively defensive and impatient with my callers.
I need to survive two more months of this job without losing my mind. So MeFites, how do I deliver bad news without the resulting anger or frustration leaving me tongue-tied and in a similar emotional state?
When dealing with angry people, I find it fun to make soothing them a game. I "win" once the person calms down and feels better. I make them calm down and feel better by letting them know I understand what they're going through, that I'm very sorry, and that I'm going to do everything I can to help. Just hearing that somebody cares and will try to help (even if they can't do anything) works quick well.
posted by ThePinkSuperhero at 9:26 PM on January 10, 2008 [7 favorites]
posted by ThePinkSuperhero at 9:26 PM on January 10, 2008 [7 favorites]
Call centre work is very, very demanding. Or at least, it can be. I once did call centre work and found that the best advice in dealing with those callers is to remember that they can yell at you all they want, but they can't physically hurt you. So simply stick to what you're telling them already, let them yell at you and be content in the fact that a) they can't inflict physical violence on you and b) they're still going to be fucked at the end of the call, which is what rude callers usually deserve.
I don't know if you're in Australia or not, anon, but I know that in Australia a lot of call centres allow you to tell a person that unless they stop being rude you will hang up on them without fear of supervisor reprisals. I have heard that this provision is generally not the case in countries like the US, but I can't speak for certain to that. If the provision for you to hang up on them without getting yourself in trouble is there, then use that option.
Of course, since you don't want to be there, maybe hanging up on a few of these pricks and getting yourself fired might be a quicker way out (assuming that you're stuck there because of a contract or something).
posted by Effigy2000 at 9:28 PM on January 10, 2008 [1 favorite]
I don't know if you're in Australia or not, anon, but I know that in Australia a lot of call centres allow you to tell a person that unless they stop being rude you will hang up on them without fear of supervisor reprisals. I have heard that this provision is generally not the case in countries like the US, but I can't speak for certain to that. If the provision for you to hang up on them without getting yourself in trouble is there, then use that option.
Of course, since you don't want to be there, maybe hanging up on a few of these pricks and getting yourself fired might be a quicker way out (assuming that you're stuck there because of a contract or something).
posted by Effigy2000 at 9:28 PM on January 10, 2008 [1 favorite]
Call center work is a much harder job than many imagine. Here are the ways I got through it.
- Have something else to occupy your mind between calls. Also, even if it's just a picture torn from a magazine or some jacks or a squishy ball, have something to look at or play with while the customer is ranting at you.
- Forestall their anger by agreeing with them. It does no harm to tell people that you're terribly sorry, that you understand it is a difficult situation, that you wish you had a different answer for them. Lots of times the anger becomes less personally directed when you agree with them. There's a line there- you want to express empathy without putting your company in a bad light. Usually a statement like 'I do understand how frustrating this is for you, and I'm very sorry' can help you.
- Think of it as acting. Play the role of a concerned, empathic agent, the kind in those shiny glass cubicles they have in commercials that no one in a call center has ever seen in the real world. Think of it as absurdist performance art.
- Have a bingo card made up with commonly heard complaints. Mine were 'I didn't get that in the mail!' 'I didn't read the agreement!' 'Why should I have to read anything?!' 'It's the principle of the thing!' and 'I know your CEO!'
- Take your breaks away from your desk. Even if you can only walk the length of the floor, walk it. It will make a difference.
posted by winna at 9:31 PM on January 10, 2008 [7 favorites]
- Have something else to occupy your mind between calls. Also, even if it's just a picture torn from a magazine or some jacks or a squishy ball, have something to look at or play with while the customer is ranting at you.
- Forestall their anger by agreeing with them. It does no harm to tell people that you're terribly sorry, that you understand it is a difficult situation, that you wish you had a different answer for them. Lots of times the anger becomes less personally directed when you agree with them. There's a line there- you want to express empathy without putting your company in a bad light. Usually a statement like 'I do understand how frustrating this is for you, and I'm very sorry' can help you.
- Think of it as acting. Play the role of a concerned, empathic agent, the kind in those shiny glass cubicles they have in commercials that no one in a call center has ever seen in the real world. Think of it as absurdist performance art.
- Have a bingo card made up with commonly heard complaints. Mine were 'I didn't get that in the mail!' 'I didn't read the agreement!' 'Why should I have to read anything?!' 'It's the principle of the thing!' and 'I know your CEO!'
- Take your breaks away from your desk. Even if you can only walk the length of the floor, walk it. It will make a difference.
posted by winna at 9:31 PM on January 10, 2008 [7 favorites]
I have been in this situation. Here's one way I dealt with it.
I just took the caller's side from the beginning, without even making an effort to pretend that I wasn't completely sympathetic. I would say things like "Okay, first of all, you're right. The system is completely screwed up. I've taken a hundred calls today from people in your exact situation. And as ridiculous as this is, I'm required to tell you that it's going to take two days."
Then just let them say whatever they want. Talk about how messed up the system is. Tell them honestly what their options are. Then listen to them some more, and agree with them.
For most people, believing that their complaint has been heard and taken seriously is much more important than actually getting the problem solved. Some of them will still hang up in frustration, but you won't feel as often that it's frustration directed at you personally.
posted by bingo at 9:33 PM on January 10, 2008
I just took the caller's side from the beginning, without even making an effort to pretend that I wasn't completely sympathetic. I would say things like "Okay, first of all, you're right. The system is completely screwed up. I've taken a hundred calls today from people in your exact situation. And as ridiculous as this is, I'm required to tell you that it's going to take two days."
Then just let them say whatever they want. Talk about how messed up the system is. Tell them honestly what their options are. Then listen to them some more, and agree with them.
For most people, believing that their complaint has been heard and taken seriously is much more important than actually getting the problem solved. Some of them will still hang up in frustration, but you won't feel as often that it's frustration directed at you personally.
posted by bingo at 9:33 PM on January 10, 2008
Speaking as a former long-(long)-time call centre worker, I can assure you that your feelings and response to the job are normal. In my experience, many people are a miserable as you for at least several months before leaving.
Sadly, the only strategies I can recommend are unpleasant. Primarily, I'd suggest that you just stop caring. Blame the company, perceive yourself as a victim of their policies, and stop feeling bad about fucking people over on their behalf. This is really hard for most nice, well-adjusted people to do.
If you work for any sort of decent organization, go to your supervisor and claim you are having a nervous breakdown. You may have to convince a shrink of your compromised emotional state, but you could possible get some disability leave.
If you work for a lousy organization, just starting doing less and less work everyday. Depending on how shoddy they are, you could possibly delay any punitive action for 7 weeks.
Stop hiding in your room during evenings and weekends. By doing this, you're basically giving power over your life to your crappy job. Plan to do fun/social things when you're not at work, and follow-through. That was work is just something to get through before the fun starts.
A lot of my former colleagues smoke a lot of weed, sometimes during work, and I've heard it makes the days go faster and seem less horrid. But this is probably not a great idea.
Find someone in a similar situation, and bitch to them regularly, by way of getting support. You can always e-mail me if you want.
Good Luck!
Good luck.
posted by chudmonkey at 9:36 PM on January 10, 2008 [3 favorites]
Sadly, the only strategies I can recommend are unpleasant. Primarily, I'd suggest that you just stop caring. Blame the company, perceive yourself as a victim of their policies, and stop feeling bad about fucking people over on their behalf. This is really hard for most nice, well-adjusted people to do.
If you work for any sort of decent organization, go to your supervisor and claim you are having a nervous breakdown. You may have to convince a shrink of your compromised emotional state, but you could possible get some disability leave.
If you work for a lousy organization, just starting doing less and less work everyday. Depending on how shoddy they are, you could possibly delay any punitive action for 7 weeks.
Stop hiding in your room during evenings and weekends. By doing this, you're basically giving power over your life to your crappy job. Plan to do fun/social things when you're not at work, and follow-through. That was work is just something to get through before the fun starts.
A lot of my former colleagues smoke a lot of weed, sometimes during work, and I've heard it makes the days go faster and seem less horrid. But this is probably not a great idea.
Find someone in a similar situation, and bitch to them regularly, by way of getting support. You can always e-mail me if you want.
Good Luck!
Good luck.
posted by chudmonkey at 9:36 PM on January 10, 2008 [3 favorites]
In several of my former jobs, I occasionally had to deal with angry customers, and I found that empathy works best. Make them think that you completely identify with their problem (even if you don't), that you think they deserve resolution (even if you don't). Be their "partner" in an "us against them" (i.e. you and the customer against the "higher-ups") scenario. Then you can pass them along to a supervisor if need be. But most of all, learn to not take it personally. If someone yells at you, separate it from your real self and imagine that they are yelling at someone else... And when you get home, put on some perky music and bop around the house, or take a walk, or a hot bath, or anything that gets you back into a good mood and/or is self-affirming.
On preview, I agree with what bingo said.
posted by amyms at 9:40 PM on January 10, 2008 [1 favorite]
On preview, I agree with what bingo said.
posted by amyms at 9:40 PM on January 10, 2008 [1 favorite]
It's not the answer you're looking for, but I'd suggest you get out of that job sooner rather than later. You can probably fill the rest of the seven weeks with work if you sign up with a few temp agencies. I worked for a "how's my driving?" customer service hotline for a few months and I spent a lot of my breaks standing by the open window on the sixteenth floor, pondering jumping out. It's such a draining job and if you don't absolutely have to do it, don't do it.
That said, the number one thing I've learned is to listen - a lot of callers tend to have a hundred complaints the moment they get on the line, and once they've voiced them all they get a bit calmer. Let them speak. While you're listening, mentally divide their complaints into things that you can help with, and things that you can't help with. For the things that you can't help with, explain why you can't (e.g. I used to be a waitress, and people would frequently request that their burgers be cooked medium-rare, and would badger me about it until I explained that it was Against The Law in our state, and we could lose our restaurant license if we broke it even once, and that always ended it). If the minimum wait time is two days, explain that there's a long waiting list and you're getting through it as quickly as possible while still being effective, or whatever the reason is. Explain as much as you can, because often people calling in with complaints assume the company is stupid or lazy or unsympathetic or what have you. Be as calm and rational as possible, especially in the face of crazy.
If you're getting repeated abuse from a particular caller, inform your supervisor. A friend of mine works at a call center, and the repeat offenders have special IDs assigned to them, so the customer service people know that someone known to be difficult is waiting on the line and they can steel themselves. Maybe a similar system is in place at your job?
Also, take a lot of breaks, and get outside during them. And take comfort in the fact that you are leaving soon and won't have to put up with any of this crap for very long.
posted by Metroid Baby at 9:51 PM on January 10, 2008 [1 favorite]
That said, the number one thing I've learned is to listen - a lot of callers tend to have a hundred complaints the moment they get on the line, and once they've voiced them all they get a bit calmer. Let them speak. While you're listening, mentally divide their complaints into things that you can help with, and things that you can't help with. For the things that you can't help with, explain why you can't (e.g. I used to be a waitress, and people would frequently request that their burgers be cooked medium-rare, and would badger me about it until I explained that it was Against The Law in our state, and we could lose our restaurant license if we broke it even once, and that always ended it). If the minimum wait time is two days, explain that there's a long waiting list and you're getting through it as quickly as possible while still being effective, or whatever the reason is. Explain as much as you can, because often people calling in with complaints assume the company is stupid or lazy or unsympathetic or what have you. Be as calm and rational as possible, especially in the face of crazy.
If you're getting repeated abuse from a particular caller, inform your supervisor. A friend of mine works at a call center, and the repeat offenders have special IDs assigned to them, so the customer service people know that someone known to be difficult is waiting on the line and they can steel themselves. Maybe a similar system is in place at your job?
Also, take a lot of breaks, and get outside during them. And take comfort in the fact that you are leaving soon and won't have to put up with any of this crap for very long.
posted by Metroid Baby at 9:51 PM on January 10, 2008 [1 favorite]
Oh man, can I relate to your dilemma (sorry you’re having such a hard time). It was the same case for me during my first Call Center job—didn’t want to go to sleep fearing that the next morning (or night I should say), I’d have to get back up again and take all those calls, and mine weren’t even half as stressful as yours.
What I can tell you though is that “it’s not your fault” that these people are not getting their licenses on time. You’re doing the best you can, in a difficult situation, and you don’t need to feel responsible for your company’s lack of action on their customer’s behalf (which can happen from time to time).
I had the same problem of getting tongue-tied, and not being able to communicate with the customer effectively, which would only exacerbate the situation, and as soon as I’d give it to my Team Leader, he’d have a casual talk with the person on the other end, and tell them exactly what the problem was. So what I can tell you to do is:
1. Remain calm under pressure. (I know, it’s hard, but practice makes perfect; breathe a lot and make sure you have plenty of water).
2. Don’t be embarrassed about telling them that they won’t be getting their licenses on time. (It happens, and you can tell them you understand their frustration, but there’s nothing else you can do).
3. Explain to them exactly why it’s taking so long, and then give them an accurate date of arrival. (If you don’t know the reason, assure them that you’ll find out, and then escalate the call to someone who does know).
4. Bottom line: never give the impression that you don’t know what you’re talking about. (Trust is very hard to earn, so be thorough with whatever knowledge you need to keep up on at your job, and provide the best assistance you can).
At the end of the day, if you’re like me—you’ll have to look yourself in the mirror and say—I did something worthwhile today. Best of luck!
posted by hadjiboy at 10:13 PM on January 10, 2008 [1 favorite]
What I can tell you though is that “it’s not your fault” that these people are not getting their licenses on time. You’re doing the best you can, in a difficult situation, and you don’t need to feel responsible for your company’s lack of action on their customer’s behalf (which can happen from time to time).
I had the same problem of getting tongue-tied, and not being able to communicate with the customer effectively, which would only exacerbate the situation, and as soon as I’d give it to my Team Leader, he’d have a casual talk with the person on the other end, and tell them exactly what the problem was. So what I can tell you to do is:
1. Remain calm under pressure. (I know, it’s hard, but practice makes perfect; breathe a lot and make sure you have plenty of water).
2. Don’t be embarrassed about telling them that they won’t be getting their licenses on time. (It happens, and you can tell them you understand their frustration, but there’s nothing else you can do).
3. Explain to them exactly why it’s taking so long, and then give them an accurate date of arrival. (If you don’t know the reason, assure them that you’ll find out, and then escalate the call to someone who does know).
4. Bottom line: never give the impression that you don’t know what you’re talking about. (Trust is very hard to earn, so be thorough with whatever knowledge you need to keep up on at your job, and provide the best assistance you can).
At the end of the day, if you’re like me—you’ll have to look yourself in the mirror and say—I did something worthwhile today. Best of luck!
posted by hadjiboy at 10:13 PM on January 10, 2008 [1 favorite]
Oh, I also like winna's idea of having something to fiddle with (to relieve some of the stress).
posted by hadjiboy at 10:16 PM on January 10, 2008
posted by hadjiboy at 10:16 PM on January 10, 2008
Hang up on the idiots, WHILE YOU ARE TALKING. People chalk it up to a phone company fault, because if it were malicious, you'd do it while they were talking, wouldn't you?
posted by pompomtom at 10:20 PM on January 10, 2008
posted by pompomtom at 10:20 PM on January 10, 2008
I had a college friend that had castrated hogs for pay in high school. He said that the first 3 times you did it, it was incredibly traumatic, but after your 50th time you didn't even think about it. Keep plugging for your short time--you'll make it and this will be a funny story in the end.
posted by Ironmouth at 10:31 PM on January 10, 2008 [1 favorite]
posted by Ironmouth at 10:31 PM on January 10, 2008 [1 favorite]
I personally find that there are a few things to actively remind yourself before each and every call:
#1: these people don't know you, just like other drivers don't know you; when another driver cuts you off, it isn't about YOU, and when these people get angry it isn't about YOU. You're just a cartoon to them, playing a role.
#2: you don't know these people. You'll never meet them in person. You'll never talk to them again. They're just a cartoon to you. No matter what happens during the phone call, bad or good, this is the only time in your life you will need to interact with them in any way.
And yes, as mentioned above, you win if you stay calm, because only by staying calm can you help them anyway.
posted by davejay at 10:55 PM on January 10, 2008
#1: these people don't know you, just like other drivers don't know you; when another driver cuts you off, it isn't about YOU, and when these people get angry it isn't about YOU. You're just a cartoon to them, playing a role.
#2: you don't know these people. You'll never meet them in person. You'll never talk to them again. They're just a cartoon to you. No matter what happens during the phone call, bad or good, this is the only time in your life you will need to interact with them in any way.
And yes, as mentioned above, you win if you stay calm, because only by staying calm can you help them anyway.
posted by davejay at 10:55 PM on January 10, 2008
Oh, and remember that you have a finite time with this job, and you're smart enough to have planned your escape right away -- lots of people don't do that, and end up mired in jobs like this because they think they have no other choice.
So consider this a learning experience! I did recruiting over the phone for a week once, when I was between projects and the consultancy I worked for wanted to keep me busy. I hated it, but by the end of the week I had learned a lot (not the least of which that I never want to be a recruiter.)
posted by davejay at 10:57 PM on January 10, 2008
So consider this a learning experience! I did recruiting over the phone for a week once, when I was between projects and the consultancy I worked for wanted to keep me busy. I hated it, but by the end of the week I had learned a lot (not the least of which that I never want to be a recruiter.)
posted by davejay at 10:57 PM on January 10, 2008
Answer every call with a smile on your face, that will lessen the damage.
posted by parmanparman at 10:58 PM on January 10, 2008
posted by parmanparman at 10:58 PM on January 10, 2008
sexual fantasies/reminisces are your friend in trying times.
posted by bruce at 11:06 PM on January 10, 2008
posted by bruce at 11:06 PM on January 10, 2008
They're just a cartoon to you.
Going off of this idea, if you're snarky and enjoy doodling, you can always make unflattering caricatures of what you imagine these guys look like. With extra pimples!
At my customer-service job, we were also prohibited from doing anything fun on the internet, so I compensated by keeping tons of notepads around and drawing incessantly during my downtime. I kept several of my doodle-comics and to this day they still make me laugh.
posted by Metroid Baby at 11:06 PM on January 10, 2008
Going off of this idea, if you're snarky and enjoy doodling, you can always make unflattering caricatures of what you imagine these guys look like. With extra pimples!
At my customer-service job, we were also prohibited from doing anything fun on the internet, so I compensated by keeping tons of notepads around and drawing incessantly during my downtime. I kept several of my doodle-comics and to this day they still make me laugh.
posted by Metroid Baby at 11:06 PM on January 10, 2008
I think part of your stress is thinking that you're not handling these calls competently. As near as I can tell from your information (and my personal experience working for a. Social Security in Australia and b. a call centre), you are.
People who succeed in getting to talk to a supervisor feel like they have been heard, that they have achieved something, and their anger sometimes abates. So, if you have a client who demands to speak to a superviser and you put them through, that is a successful result for both you and the client (even though your mind is saying, well, if you'd handled that better, they woulda calmed down and blah blah blah).
Sometimes people just need to be heard. Other posters have talked about this upthread, but I have often found that if you acknowledge and agree with their situation genuinely, "Oh yes, Ms Smith, I really hear you. I can see how this delay is going to affect your business. I really wish I could do something to help you but my hands are tied," then sometimes they quieten down and say "I know it's not your fault, I'm just angry." And you can say "hey, that's okay. In your shoes, I'd be ropable too." I was told (unfortunately) never to use the word sorry, even if I felt apologetic because that would open my organisation up to legal action (WTF??) but if you can say "sorry", please do. It might help.
For you, detaching from other people's stress is really necessary here. A psychologist once suggested to me to imagine a glass wall between myself and my antagonist. As they yell and scream, the words are hitting the glass and sliding down. I can see it, but I'm not affected by it. I can now choose how to react. I found this to be enormously effective for me, YMMV. One strange thing though, I've sometimes found people get angrier if you remain calm, so maybe run this through a few scenarios - test 1, stay totally calm follow the script, test 2 pretend to cry, test 3 pretend to agree with everything they say. Keep a track of your results. (Turning this into a mini-science project may also help focus you on the job, rather than the attacks).
Good luck. I lasted 5 years at Social Security and 6 months at the call centre. Remember to use appropriate relaxation techniques (ie not alcohol or drugs. Exercise and distraction, immersion in music, this sort of thing is better). It's a tough job you're doing and I admire you for sticking to it.
posted by b33j at 11:07 PM on January 10, 2008
People who succeed in getting to talk to a supervisor feel like they have been heard, that they have achieved something, and their anger sometimes abates. So, if you have a client who demands to speak to a superviser and you put them through, that is a successful result for both you and the client (even though your mind is saying, well, if you'd handled that better, they woulda calmed down and blah blah blah).
Sometimes people just need to be heard. Other posters have talked about this upthread, but I have often found that if you acknowledge and agree with their situation genuinely, "Oh yes, Ms Smith, I really hear you. I can see how this delay is going to affect your business. I really wish I could do something to help you but my hands are tied," then sometimes they quieten down and say "I know it's not your fault, I'm just angry." And you can say "hey, that's okay. In your shoes, I'd be ropable too." I was told (unfortunately) never to use the word sorry, even if I felt apologetic because that would open my organisation up to legal action (WTF??) but if you can say "sorry", please do. It might help.
For you, detaching from other people's stress is really necessary here. A psychologist once suggested to me to imagine a glass wall between myself and my antagonist. As they yell and scream, the words are hitting the glass and sliding down. I can see it, but I'm not affected by it. I can now choose how to react. I found this to be enormously effective for me, YMMV. One strange thing though, I've sometimes found people get angrier if you remain calm, so maybe run this through a few scenarios - test 1, stay totally calm follow the script, test 2 pretend to cry, test 3 pretend to agree with everything they say. Keep a track of your results. (Turning this into a mini-science project may also help focus you on the job, rather than the attacks).
Good luck. I lasted 5 years at Social Security and 6 months at the call centre. Remember to use appropriate relaxation techniques (ie not alcohol or drugs. Exercise and distraction, immersion in music, this sort of thing is better). It's a tough job you're doing and I admire you for sticking to it.
posted by b33j at 11:07 PM on January 10, 2008
Another former (incoming) call center worker chiming in--I feel your pain. Anonymous, you have the advantage of knowing that you are getting the feck out of there in less than two months. That rules! It's a goal! I lost it one night, decided that I could not handle it, and walked off the floor. I didn't have a backup plan (a massive disadvantage) and bailed anyway. I don't recommend that.
Folks who offer suggestions like "hang up" or things that slow down/erode your call volume don't understand what some of these centers are like. My center was monitored in every aspect and bonuses relied on resolving calls quickly and accurately.
-- Drawing during the hundreds of calls I took every shift kept me from going (entirely) insane. Writing down wacky things people said made time pass, too.
-- I also played "games" and entertained myself with getting the call time average down (more $$) without being a bitch, categorizing the types of callers and developing strategies for working with them, and picturing the caller and his/her environment.
-- Eventually I covered for supervisors while they went on break and handled the escalated calls. Customers will often start to behave themselves then. In my environment, call times didn't matter as much for things sent to supervisors so send them to a super when you feel like you can't resolve the situation. (Some folks will ratchet up the crazy when they get someone on the line they think has magical powers to give them what they want, though. YMMV.)
-- I hated, hated, hated the break room bitch sessions. Shit, I just spent hours talking and responding to unhappy people. I don't want that on my break! Get some fresh air and a bit of exercise (stairs, handball, stretching) when you can.
-- Real people are on the other end of the line. Still, they can't get you and you cannot solve all their problems. Operators/customer service reps have different degrees of empathy. Find out where yours is, keep it steady, and try not to think about it when that gawd-awful headset is unclenched from your skull.
Good luck--you're almost there!
posted by bonobo at 12:12 AM on January 11, 2008
Folks who offer suggestions like "hang up" or things that slow down/erode your call volume don't understand what some of these centers are like. My center was monitored in every aspect and bonuses relied on resolving calls quickly and accurately.
-- Drawing during the hundreds of calls I took every shift kept me from going (entirely) insane. Writing down wacky things people said made time pass, too.
-- I also played "games" and entertained myself with getting the call time average down (more $$) without being a bitch, categorizing the types of callers and developing strategies for working with them, and picturing the caller and his/her environment.
-- Eventually I covered for supervisors while they went on break and handled the escalated calls. Customers will often start to behave themselves then. In my environment, call times didn't matter as much for things sent to supervisors so send them to a super when you feel like you can't resolve the situation. (Some folks will ratchet up the crazy when they get someone on the line they think has magical powers to give them what they want, though. YMMV.)
-- I hated, hated, hated the break room bitch sessions. Shit, I just spent hours talking and responding to unhappy people. I don't want that on my break! Get some fresh air and a bit of exercise (stairs, handball, stretching) when you can.
-- Real people are on the other end of the line. Still, they can't get you and you cannot solve all their problems. Operators/customer service reps have different degrees of empathy. Find out where yours is, keep it steady, and try not to think about it when that gawd-awful headset is unclenched from your skull.
Good luck--you're almost there!
posted by bonobo at 12:12 AM on January 11, 2008
Man, I feel your pain. I made it about a month in HS as a telemarketer, and then decided that being a broke teenager at the mercy of my parents was preferable.
I've also had to take a few customer service calls here and there, as aspects of other jobs, and I have to say that the games idea is gold. "Bitchy comment bingo" is the way to go--reward yourself with some chocolate, or a good cup of coffee, or whatever your fancy desires, when you win. Pretty soon you'll be looking forward to hearing "I'll have you fired for this!"
Stop caring. Really. It sounds harsh, but if you stop having personal feelings about the job, you'll probably start doing much better at it, as well as being much les stressed. Don't think about it as the callers yelling at you, think of yourself as a cool-headed intermediary listening to their complaints about a third party. Sometimes it also helps to stand outside yourself, as though you're a third person observing the interaction between the parties on the phone. It allows you to stay detached when people start getting pissy.
And listen to the comments above, esp. those about listening. Most people feel better after they've let themselves unspool, and feel that they've got an ally. You don't have to say anything self-compromising, just tell them the facts, apologise for the difficulty the process/2 day wait/whatever causes them, and sound sincere. Most people get angry when they feel they're talking to someone incompetent, or who doesn't care about their problems. If you give the impression you're doing what you can, and that you're on top of things, they'll likely be a lot less cranky with you.
Leave the job at work. If you're committed to staying there for the next seven weeks, make a serious effort to NOT think about it when you leave. Don't let the work ruin the other aspects of your life.
posted by the luke parker fiasco at 1:09 AM on January 11, 2008
I've also had to take a few customer service calls here and there, as aspects of other jobs, and I have to say that the games idea is gold. "Bitchy comment bingo" is the way to go--reward yourself with some chocolate, or a good cup of coffee, or whatever your fancy desires, when you win. Pretty soon you'll be looking forward to hearing "I'll have you fired for this!"
Stop caring. Really. It sounds harsh, but if you stop having personal feelings about the job, you'll probably start doing much better at it, as well as being much les stressed. Don't think about it as the callers yelling at you, think of yourself as a cool-headed intermediary listening to their complaints about a third party. Sometimes it also helps to stand outside yourself, as though you're a third person observing the interaction between the parties on the phone. It allows you to stay detached when people start getting pissy.
And listen to the comments above, esp. those about listening. Most people feel better after they've let themselves unspool, and feel that they've got an ally. You don't have to say anything self-compromising, just tell them the facts, apologise for the difficulty the process/2 day wait/whatever causes them, and sound sincere. Most people get angry when they feel they're talking to someone incompetent, or who doesn't care about their problems. If you give the impression you're doing what you can, and that you're on top of things, they'll likely be a lot less cranky with you.
Leave the job at work. If you're committed to staying there for the next seven weeks, make a serious effort to NOT think about it when you leave. Don't let the work ruin the other aspects of your life.
posted by the luke parker fiasco at 1:09 AM on January 11, 2008
Can you walk home, or catch a bus/tram/rickshaw home part of the way, and walk the rest? If so, do that. Enjoy your walk. Each step takes you closer way. Breath the exotic shang-hi night air, filled with spice and opium. Listen to some calming hymnals on your iPod, and mediate on the small things like how do M&Ms get their candy coats? This should help with the nights. Before you go to bed, you may eat a small piece of a food you normally only eat for special occasions. This is your reward. Draw a smiley face over that day on the calendar, but don't count how many their are left. Sometimes nothing is more crushing than knowing that you must endure 10 more days.
During the day act all Buddhist-y and enjoy the small things. A nice accent on one of your callers. The soft leather loafers of a kind superior. The way the break room coffee reminds you of a friend with the braying laugh.
Know at all times that this too will pass, as have other hard moments in your life. Knowing your own capability to survive will be useful, and like a shot of Dutch courage.
posted by oxford blue at 2:39 AM on January 11, 2008
During the day act all Buddhist-y and enjoy the small things. A nice accent on one of your callers. The soft leather loafers of a kind superior. The way the break room coffee reminds you of a friend with the braying laugh.
Know at all times that this too will pass, as have other hard moments in your life. Knowing your own capability to survive will be useful, and like a shot of Dutch courage.
posted by oxford blue at 2:39 AM on January 11, 2008
Working in telephone customer service is just getting bitched at for eight hours a day. It fucking sucks. The way that I handled it was the opposite of the way every one else here is suggesting. I would fuck with people. I would go out of my way to be as big a dick as possible to anyone I spoke to that pissed me off and came off as being angry or frustrated. Once I knew that they were angry or frustrated, I made it a point to try to get them so angry that they were screaming into the phone red-faced and bug-eyed. It was a game to me. Try to get them apoplectic with rage enough to go crazy, but not angry enough to ask to speak to my supervisor. You also had to use your tone and pauses and what not so that you didn't give the customer any ammunition to use against you if they did ask to speak to your supervisor. I would speak very calmly, but be completely unhelpful in any way. I would tell them matter-of-factly how they weren't going to get what they wanted, and express no sympathy whatsoever. If all went according to plan then I would have the caller completely unhinged by the end of the call to where they hung up on me while screaming "FUCK YOU!" So the game was challenging enough to keep me interested, because it is not easy to make someone insanely hilariously angry without saying anything that can get you in trouble with your supervisor. Also, if one of these calls is monitored, you will be looking for another job, so I would only do it a dozen or so times a day. Were you to try this it may make it easier to endure being bitched at, because you would be actively looking to get bitched at; however, there is a good chance that this was an unhealthy way for me to have acted. As I said, I hated working in customer service. Good luck.
posted by ND¢ at 5:48 AM on January 11, 2008
posted by ND¢ at 5:48 AM on January 11, 2008
I forgot to mention that gloating works really well for this: "Yeah you are going to have to send that back to us, which will take about a week, and then we will check it to make sure that it is what we sent you, which will take a day or two, and then we will send you another one, which will take another week. So I would say that you should get another one in, to be safe, three to four weeks." This may all be technically true, but you say this like you are bored with their annoyance and also kind of amused at how much they are getting screwed over. You gloat at them over how unhelpful you are being. It is hard to convey through text. Oh it is fun though. It makes me want to take a few calls just for old times sake.
posted by ND¢ at 5:54 AM on January 11, 2008
posted by ND¢ at 5:54 AM on January 11, 2008
You might have to perform some pop psychology on yourself and do things like constantly remind yourself that you're a likable and authoritative person. It's never quite that easy I know, but there's always that point with some customers, sensing you're not in control and will demand a manager or get very upset because they feel they are getting neglected by 1st tier.
This is why your manager puts them at ease.
Think about the times you've called places to get your cable bill resolved, or to file a complaint with your credit card company. When you reach someone that you sense is not in full control of the situation, of course you're going to escalate it....and of course you're going to feel very frustrated that your time was wasted on the first attempt. This is the mind of the irate customer (although the bad ones show no constraint).
Being an authority on your job is just as important as being the most friendly person you can be while on the phone. Combining those two things will hopefully save you a lot of headache. Letting your frustration escape over the phone however will spark many of these bad scenarios.
Regardless, you're going to have several people that are already riled up to the point that they cannot be calmed down or helped. Don't let that stop your friendly and "resourceful" demeanor however. Explain the situation and their options (people like options and being able to choose for themselves). Detach yourself from frustration entirely, and embrace your friendly inner self :)
(p.s. by all means get your resume together ASAP and start looking for a place you would enjoy more in the meantime)
posted by samsara at 6:15 AM on January 11, 2008
This is why your manager puts them at ease.
Think about the times you've called places to get your cable bill resolved, or to file a complaint with your credit card company. When you reach someone that you sense is not in full control of the situation, of course you're going to escalate it....and of course you're going to feel very frustrated that your time was wasted on the first attempt. This is the mind of the irate customer (although the bad ones show no constraint).
Being an authority on your job is just as important as being the most friendly person you can be while on the phone. Combining those two things will hopefully save you a lot of headache. Letting your frustration escape over the phone however will spark many of these bad scenarios.
Regardless, you're going to have several people that are already riled up to the point that they cannot be calmed down or helped. Don't let that stop your friendly and "resourceful" demeanor however. Explain the situation and their options (people like options and being able to choose for themselves). Detach yourself from frustration entirely, and embrace your friendly inner self :)
(p.s. by all means get your resume together ASAP and start looking for a place you would enjoy more in the meantime)
posted by samsara at 6:15 AM on January 11, 2008
Parman called it earlier - answer calls with a smile on your face. Even if it's fake, something about the musculature carries over in your voice and can result in a 50% drop in crankiness coming at you from the other end. I learned this years ago when I did similiar work, and it is hard to remember to do, but it works.
Also get outside during any break. Bring appropriate weather gear to work and get out and take a brisk 15 minute walk/run/bike when ever you can.
Good Luck and may your next job being fulfilling on every level.
posted by readery at 6:18 AM on January 11, 2008
Also get outside during any break. Bring appropriate weather gear to work and get out and take a brisk 15 minute walk/run/bike when ever you can.
Good Luck and may your next job being fulfilling on every level.
posted by readery at 6:18 AM on January 11, 2008
A very wise manager of mine once told me that if I couldn't take the verbal abuse from angry customers at the checkout where I worked, to tell her and she would take it for me. She taught me that even though it is irrational, letting someone take out their frustrations and anger on you is often the only thing you can do in customer service situations. Peg, my old manager, told me that 'you never know where someone has been, maybe they just got back from their son's funeral or something', and her wisdom has always stuck with me. It taught me an important lesson about boundaries: how not to take something personal.
I suspect you might not have as much self-confidence as others (and yourself) would suspect. That's how I am too. I take things personally because I always try my best at whatever work I'm doing and the worst things are people who show their unpleasant feelings. Their magic destroys a cheerful attitude and suddenly turns the sky dark and rains misery upon us all. But it doesn't have to be this way. You can bring your emotional umbrella to work with you.
My suggestion to you is to prepare yourself for achieving a level of failure each work day. For the next couple months you will not be achieving satisfaction through your work. However, show yourself and the world that you are not willing to be a complete failure emotionally and leave your work at work. You are working a miserable job and if it weren't for the paycheck, you wouldn't be there at all. Do something after work that is healthy and out-of-the-ordinary for you as a reward for putting up with those jerks. Your customers are poopie-nose-butts (as my six year-old would say) and they don't know you. They are angry & scared people wasting their time venting their childish feelings to a stranger. Use humor on yourself--tread lightly--and remember, this work situation has great potential for you in the future because there will always be people trying to solve this very same problem that you are working now so hard to solve yourself. I see great leadership training here at your current employment.
posted by mamaraks at 6:22 AM on January 11, 2008
I suspect you might not have as much self-confidence as others (and yourself) would suspect. That's how I am too. I take things personally because I always try my best at whatever work I'm doing and the worst things are people who show their unpleasant feelings. Their magic destroys a cheerful attitude and suddenly turns the sky dark and rains misery upon us all. But it doesn't have to be this way. You can bring your emotional umbrella to work with you.
My suggestion to you is to prepare yourself for achieving a level of failure each work day. For the next couple months you will not be achieving satisfaction through your work. However, show yourself and the world that you are not willing to be a complete failure emotionally and leave your work at work. You are working a miserable job and if it weren't for the paycheck, you wouldn't be there at all. Do something after work that is healthy and out-of-the-ordinary for you as a reward for putting up with those jerks. Your customers are poopie-nose-butts (as my six year-old would say) and they don't know you. They are angry & scared people wasting their time venting their childish feelings to a stranger. Use humor on yourself--tread lightly--and remember, this work situation has great potential for you in the future because there will always be people trying to solve this very same problem that you are working now so hard to solve yourself. I see great leadership training here at your current employment.
posted by mamaraks at 6:22 AM on January 11, 2008
In addition to everything else being said here, i have a few words of advice...
Be confident, but not cocky. The "umm's" and "ahh's" are what will make someone want to speak to a supervisor, because they think you don't know what you are talking about. You are the master of your domain, you understand exactly how your company (and it's policies) work, and that's just the way it is. You aren't lying, thats the truth.
Empathy, you honestly, totally agree that it sucks, but thats what it is, no-one is able to change the situation.
Be positive. Think actively about not using any negative words. So no "No", "Sorry" "Can't", anything like that. If you actively think about using positive words, the customer will (usually) forget or not focus on the negatives, whatever the problem is...
Good luck for the next few weeks...
posted by chromatist at 6:49 AM on January 11, 2008
Be confident, but not cocky. The "umm's" and "ahh's" are what will make someone want to speak to a supervisor, because they think you don't know what you are talking about. You are the master of your domain, you understand exactly how your company (and it's policies) work, and that's just the way it is. You aren't lying, thats the truth.
Empathy, you honestly, totally agree that it sucks, but thats what it is, no-one is able to change the situation.
Be positive. Think actively about not using any negative words. So no "No", "Sorry" "Can't", anything like that. If you actively think about using positive words, the customer will (usually) forget or not focus on the negatives, whatever the problem is...
Good luck for the next few weeks...
posted by chromatist at 6:49 AM on January 11, 2008
I have worked in a couple of call centers, and I nth the above advice about empathy - not only will it calm them down to think you're on their side, but it will calm YOU down because it's no longer a confrontation.
The other trick that really worked was paying attention to my tone of voice - warmth, sympathy, and calm can all be conveyed by tone. I got pretty good at it, to the point where I could cool down nine out of ten angry callers in just a few exchanges. (Note: the above trick does not, for some reason, work with New Yorkers.)
You don't need technical knowledge to do this, just the ability to a) hear what their saying, and b) control the information you're giving them, both verbally and non-verbally.
posted by restless_nomad at 7:31 AM on January 11, 2008
The other trick that really worked was paying attention to my tone of voice - warmth, sympathy, and calm can all be conveyed by tone. I got pretty good at it, to the point where I could cool down nine out of ten angry callers in just a few exchanges. (Note: the above trick does not, for some reason, work with New Yorkers.)
You don't need technical knowledge to do this, just the ability to a) hear what their saying, and b) control the information you're giving them, both verbally and non-verbally.
posted by restless_nomad at 7:31 AM on January 11, 2008
I'd like to throw in some experience on the customers suddenly being friendly with a supervisor. I've been on both the front-line and supervisor side of that call. Often times, the customer will calm down or become friendly again when transferred to a supervisor, presumably operating on the "honey vs. vinegar" theory of catching flies. In my call center, the agent would disconnect after transferring the call, in order to help other customers, and would not be privy to the(sometimes quite lengthy) supervisor portion of the call. Many customers pull this personality switch thinking "THIS person will do what I want them to!" If the supervisor isn't able to correct the issue(for whatever reason), the customer will usually revert back to the angry, yelling, difficult attitude.
Naturally, everyone is different, and some customers will remain calm but firm no matter what you tell them, where others will be angry and ungrateful even if you go beyond what they've asked. In a very general way, though, what I've described above is true to my experience.
I'm still in a call center, but thankfully I've moved into an administrative/support position, and no longer ftake calls, except the occasional distressed user with system problems.
posted by owtytrof at 7:33 AM on January 11, 2008
Naturally, everyone is different, and some customers will remain calm but firm no matter what you tell them, where others will be angry and ungrateful even if you go beyond what they've asked. In a very general way, though, what I've described above is true to my experience.
I'm still in a call center, but thankfully I've moved into an administrative/support position, and no longer ftake calls, except the occasional distressed user with system problems.
posted by owtytrof at 7:33 AM on January 11, 2008
Oooh, this reminds me of an episode of This American Life (fast-forward to Act II) where an editor was in the same frustrating situation many of your callers are in. She finally hits upon an elite customer service operative and he manages to soothe and reassure her to a remarkable extent. When listening the first time, I remember how tense I felt hearing all the frustrating parts and how absolutely serene I felt when I heard how nicely the operator was treating her. It might at least inspire, if not actually inform.
posted by cowbellemoo at 8:11 AM on January 11, 2008
posted by cowbellemoo at 8:11 AM on January 11, 2008
Just to add another voice of the former call center workers to the din. I worked as a customer service rep for a cell phone company in the late 90s. Dude, people who's phones don't work they way they are supposed to are really pissy.
I did the mean comment bingo. I did the doodling and made a massive rubber band ball. I also put my classic Southern (US) hospitality to the test. I was *overly* sympathetic. After about two minutes of "Yes sir, this is a horrible situation and I understand how very frustrated you are...blah, blah, blah." people tended to mellow out and understand that I was just a working stiff like them. I got some really funny stories out of the job and an ulcer, so it's good you're getting out soon. My biggest challenge was not to pre-judge people by the tone of their voice and accent. If I had a day where I was getting a ton of calls from a little rural town, the first hint of that regional twang would set me off. To this day I have some difficulty with certain tones of voice and accents. But I would remind myself that although the person had started off the call with "Y'all fucked up!", that maybe, with a little humor and pretending to care, they might chill the hell out and quit yelling at me.
Of course, when the abuse got a little too much, I'd always ask callers "Would you say that to your sister?" Most folks would calm down. Of course my favorite was my co-worker in the next cube always got really polite when people were abusive and she always ended up getting them to apologize. One day I hear her start with the sweet voice and I know she's got a live one on the phone. She's all, "Yes sir. Yes sir. I'm sorry about that sir." and then her face went red and she said, "No sir. I have one but I am not one and honestly sir, after that remark, I'm going to do everything I can to make sure your cell phone never works. Have a nice day."
The guy called back a hour later and I got him, he apologized to me and asked me to pass the apology along to her. He was very sorry. Of course, his phone never did work.
posted by teleri025 at 8:48 AM on January 11, 2008 [2 favorites]
I did the mean comment bingo. I did the doodling and made a massive rubber band ball. I also put my classic Southern (US) hospitality to the test. I was *overly* sympathetic. After about two minutes of "Yes sir, this is a horrible situation and I understand how very frustrated you are...blah, blah, blah." people tended to mellow out and understand that I was just a working stiff like them. I got some really funny stories out of the job and an ulcer, so it's good you're getting out soon. My biggest challenge was not to pre-judge people by the tone of their voice and accent. If I had a day where I was getting a ton of calls from a little rural town, the first hint of that regional twang would set me off. To this day I have some difficulty with certain tones of voice and accents. But I would remind myself that although the person had started off the call with "Y'all fucked up!", that maybe, with a little humor and pretending to care, they might chill the hell out and quit yelling at me.
Of course, when the abuse got a little too much, I'd always ask callers "Would you say that to your sister?" Most folks would calm down. Of course my favorite was my co-worker in the next cube always got really polite when people were abusive and she always ended up getting them to apologize. One day I hear her start with the sweet voice and I know she's got a live one on the phone. She's all, "Yes sir. Yes sir. I'm sorry about that sir." and then her face went red and she said, "No sir. I have one but I am not one and honestly sir, after that remark, I'm going to do everything I can to make sure your cell phone never works. Have a nice day."
The guy called back a hour later and I got him, he apologized to me and asked me to pass the apology along to her. He was very sorry. Of course, his phone never did work.
posted by teleri025 at 8:48 AM on January 11, 2008 [2 favorites]
Seconding Oxford Blue: WALK. To lunch, around the building, up and down the parking lot lanes, whatever, just take it all out on your feet. I make it a point to walk to lunch (or supper) if I have a hard day, no matter the weather. It does a world of wonder. Being pissed and getting into traffic will only have you kicking your dog or drinking straight whiskey while polishing a gun and muttering when you get home.
posted by 1f2frfbf at 9:04 AM on January 11, 2008 [1 favorite]
posted by 1f2frfbf at 9:04 AM on January 11, 2008 [1 favorite]
Put people on hold to collect yourself when you're feeling shaky. "Hold on just a second while I check something else..." Take a few deep breaths. Then come back to the call. You'll be less flustered. And they'll be happy you didn't disappear for several minutes, which is what they would expect to happen. It can re-boot the conversation to your advantage.
posted by Cool Papa Bell at 9:39 AM on January 11, 2008
posted by Cool Papa Bell at 9:39 AM on January 11, 2008
I spent close to two years at an inbound call center for nextel. One of my primary ways of dealing with the nature of the job was, as others have said, to take a walk. I would devour my lunch as quick as possible and have time for a 15 minute walk around the area where I worked. I would also do the same thing on my two 15 minute breaks. I also began reading books about mindfulness and meditation and would practice breathing while on the bus to/from work each day and between calls.
My other trick was to take a 'personal sanity day' as often as possible. Our policy on sick days was very specific and I knew exactly what I could get away with. Many days I would get on the bus in the morning and the closer to work I got the more stressed and agitated I became. Many days I would simply not get off the bus, or once I got off the bus each step closer to the building became more difficult and some days I just turned around. I'd call in sick and spend the day at the library and exploring the city. The tricky part was balancing my personal sanity days off with the lack of pay for taking the day off. I knew that in order to do this I had to make sacrifices in my spending habits. It was well worth it.
Good luck to you.
posted by J-Garr at 12:46 PM on January 11, 2008
My other trick was to take a 'personal sanity day' as often as possible. Our policy on sick days was very specific and I knew exactly what I could get away with. Many days I would get on the bus in the morning and the closer to work I got the more stressed and agitated I became. Many days I would simply not get off the bus, or once I got off the bus each step closer to the building became more difficult and some days I just turned around. I'd call in sick and spend the day at the library and exploring the city. The tricky part was balancing my personal sanity days off with the lack of pay for taking the day off. I knew that in order to do this I had to make sacrifices in my spending habits. It was well worth it.
Good luck to you.
posted by J-Garr at 12:46 PM on January 11, 2008
This thread is closed to new comments.
posted by sully75 at 9:25 PM on January 10, 2008