Today I got the most annoying conversation that lasted for 5 minutes. I don't want to sound racist, but this particular US member kept on bad mouthing me this morning.
It was simple. The man wanted to change information on his account. Sounds easy, right? No. Hell no.
What ought to be a simple issue was escalated in a matter of minutes. I have no friggin' idea why he just popped like that (he's an old coot too). Just goes to show you get to hear different kinds of people every day. He kept on using foul language on me even after two warnings.
I got pissed. Period. He asked for my supervisor (she is always a godsend) and as per instructed, de-escalated once (or twice, as the rule says). I warned this particular member not to use inappropriate language, but as hard-headed as he was, he went on and even said he'll report me (as if).
My supervisor immediately asked me what was going on. Even after that call, she noticed my voice was shaky. I greatly appreciate her words today, somewhere in the lines of:
"Don't get affected by that. It'll ruin your performance."
She's right. Why'd I get upset about that. It's just one member.
I can't say that about my Handle Time and my Feedback score though. =_="
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