Have you ever had to call the Helpline because something has gone wrong? Perhaps a delivery problem, a service failure or a lost parcel? It's easy to get emotional at times like this. Frustration, impatience, sometimes even anger - these are natural feelings when something doesn't go our way. But what then happens on the other side of the phone?
It is worth considering how our behaviour affects the people we talk to.
Hotline employees help thousands of customers every day to solve their problems. They deal with a variety of difficult situations that can cause frustration - both on the part of the customer and the attendant. Often, however, the people who answer our phone have no direct influence on the situations that irritate us. Nevertheless, they become the target of hostility, intimidation and sometimes even vulgarity.
For workers, such situations are a source of great stress. Many people do not realise that these actions can have negative health and psychological consequences.
Each such attack takes a toll on their mental health, affects motivation and, over time, leads to burnout. Imagine how hard it is to face negative emotions on a daily basis while remaining calm and professional.
That's why it's so important to remember that behind every phone call is a human being doing their job to the best of their ability.
Respect is the basis of any relationship, and a conversation with a helpline worker is no exception. Behaviour based on mutual understanding not only facilitates the resolution of a problem, but also affects the atmosphere of the conversation. An employee who feels supported and understood by the customer can more effectively help to resolve the matter.
If you happen to feel angry or powerless when talking to a consultant, you are not alone. But before you explode, it is worth considering how you can deal with difficult emotions in this situation. Aggressive, manipulative or vulgar behaviour does no good. Instead, they make both sides of the conversation feel worse, and the problem often remains unresolved. Let's show empathy - this is the key to effective communication.
What can you do when you feel frustrated?
- Take a deep breath : When you start a conversation with a consultant, give yourself a moment to cool down. Emotions can get the best of us, but it's worth remembering that the call centre employee is not responsible for your problems - they are there to help you - perhaps we'd also put in a reference that they can't always help in the way the customer expects.
- Consider how to formulate the problem : Instead of expressing frustration in an aggressive way, try to state clearly and factually what you are struggling with. This will help the employee understand the situation faster and offer a solution.
- Be respectful : No matter how difficult the situation is, remember that the conversation should be based on mutual respect. A call centre employee deserves to be treated with dignity, just like any other human being.
By treating the other person with dignity, you will create an atmosphere in which both parties can work together peacefully. The helpline worker is not your adversary, but a person who wants to help. Aggression and hostility only make the process more difficult, while understanding and patience can speed up finding a solution.
Every difficult situation is a challenge, but it is up to us to resolve it. Remember that the person on the other end of the phone has emotions too and deserves respect, no matter how complicated the problem seems.
Bad words can sap a good day - we can all make a difference to customer service and the working atmosphere.
Let's be nice to each other!
