Customer Service Work - Dealing with the Devil

We've all had them. That completely irrational, inconsolable person that just won't listen to reason and needs someone to take the brunt of their anger. If you've ever worked in Customer Service, you know exactly the person I'm talking about. The one that can put an end to the wonderful day you were having and wipe the smile right from your face.

Maybe it's the older lady who keeps repeating ever little thing 4 or 5 time to make sure you didn't mess up. Maybe it's the "holier than thou" who is just to busy to be bothered by someone as low on the totem pole as you are and who has things so much better to do than waste their time talking to a lowly CSR (customer service representative). Or maybe it's the always on guard fierce protector of finances, who will snap if offered the least little thing that they're not interested in, or who blames you exclusively for their billing mishaps.

Whoever it is you are dealing with, and believe me, if you are in the Customer Service business, you WILL be dealing with these "devils", you can handle them professionally, and keep your sanity with just a few tips.

First, don't take it personally. These people do not know who you are. They do not know that they are yelling at you, they just think they're yelling at whatever company you work for. They don't take into consideration that you are a real person, with a real life.

Second, just remember to do your job professionally. Even if that means that you have to endure them for a few minutes extra. You are paid to deliver quality customer service, even if your customers don't live up to the quality part. You have to deal with them, if you keep your anger and frustration in check, they will be easier to deal with.

Don't let them bait you into an argument. This could go on forever, and chances are, no matter how you try you will never win with this type of person. Just stay calm and stay in control of the situation, no matter how hard it may seem. If you lose your temper, you'll only feel worse once the call is finally over, and you may even be reprimanded for the way you handled the call.

Lastly just remember, the call WILL end. It may seem like an eternity before it does, but try to remember that it will be over at some point. You shouldn't let one call ruin your day or your confidence in yourself to handle future customers. And you have to remember that this is only one call, sure you may have one call like this every day, or even every hour, but I'd bet that the good calls from friendly and happy customers far outnumber the devils. Just stay calm and focused on your job, your ability, and the fact that it will be over soon. Don't let it get to you. We have all had our own devils in Customer Service. Chances are we will have them again, just remember why you're in this job. Because you have good people skills or because you love helping people. Be friendly, courteous, and understanding, who knows, maybe by helping this devil you can turn them into an angel for the next one of us that has to deal with him.