At my job, I am a Student Technology Assistant. This means that my main job is sitting at the front desk helping walk-ins and answering the phone. I’m also an assistant to the professional staff. Luckily, this doesn’t mean that I get them coffee or do other tedious tasks. Being an assistant here means that I help them with their tasks and projects.
Some days that means working on loaner computers to get them ready for the next user. Other days it means going out and picking up a computer from a faculty or staff member. Right now, it means that I’m burning user’s ghost images onto CDs.
Usually, I avoid answering phones as much as possible and when I have to make a phone call I beg my mom to make it for me. Now though, I answer anywhere between 5-10 calls a day and have to make at least one. My comfort level when I started was very low. I had anxiety attacks every time the phone rang and talked really fast(Which I do when I’m nervous or excited). A week into the job and my comfort level has risen. Now when I answer calls, I don’t panic though my chest pounds and my stomach does a flip. I’m also noticeably talking slower and clearer.
So far, I haven’t had to deal with angry or frustrated callers. I’m not sure how I’ll react when that time comes, and I’m told that it will definitely come. I’m hopeful though, that I’ll be able to stay calm and do my best to help them rather than having a panic attack and hanging up on them. I’m terrible with confrontation and past experience is definitely not on my side. If you have any advice for dealing with angry customers, please comment below. Also, feel free to share your horror stories or success stories.
Until next time,