I have a question about speaking on the phone at work? see below?

Question

I work in a company where there are very heavy phones and some of the people that call are very rude, demanding, obnoxoius and very unkind after a while of trying to be nice sometimes I get my back up and firmly say leave a message and stop coming back to my board. They dont WANT to know that aperson is on the phone or away from thier desk and these people some of them think life owes them a living.

My question is how can I be more polite, kind , mature on the phone when people are being miserable on the other end of the line, some of the callers are harassers. What are cerative ways of handling confrontation and a difficult caller. I fully realize I need to have proper manners and I respresnt the company however some people are really mean and they are like this on purpose.
Does anyone have any good suggestions and thank you for your answers.

Answer 1

It helps me to remember that sometimes people are experiencing very difficult circumstances in their lives that make it so they aren't always at their best. I mean, how many times are you having a rough day and you have to go to work anyway? Try to remember to give people the benefit of the doubt. A lot of times when people react negatively it isn't about you. Many people have secret suffering in their lives that they don't share publicly, but affects their days anyway. A wise man taught that you should treat everyone as if he/she is in serious trouble, and you'll be right most of the time.

Answer 2

i work at a fastfoods restaurant, and even though we have diff jobs puttin up with customers is one thing we have in common

often customers go with attitudes and if they dont like something they take it out on us (cashiers) when is not even our fault so this is how i usually put up with them: i give them their way ex. say sorry and replace item or in your case offer a solution (u didnt specify what kind of bussiness ur in besides answering phones so i cant give u an exact example)

everytime they call u harrasing u, play along with them and they usually wont know what to say next since they werent expecting it. if u sell stuff over the phone n they harrass u like saying something sexually (i know this may sound silly) just say this item is really a turn on u should buy one for ur girlfriend or sum silly stuff like that

if they call u all mad no matter what be nice and if u remain calm with a nice tone they will feel bad for yelling at u that they wont b mad by the end.

i hope this helps, i know sumtims a call can ruin ur whole day but always think "this person aint worth me gettin mad so screw them am still getting paid" lol

Answer 3

If this is what you want your job to be you need to come up with a list of polite things to say to rude people. Polite things that will insult them but not until they are off the phone with you and had time to think about what you said.

A true Southern Belle could help you out.

Answer 4

Just keep using your sweetest, most sugary tone and tell them, I am sorry but your party is not available. Remember, the more polite you are to them, the less they have to complain about you to a superior. After all, what are they going to do, say 'Well she was just too nice and polite to me'.

Answer 5

Kill them with kindness.... yes ma'am, no ma'am... you know, DRIPPING with sweetness. Sarcasm can be hard to pull off to a total stranger.The nicer you are, the madder they get. I like "Well I am very sorry you feel that way" if they complain too much. :-)

Answer 6

One good way is to tell them you have another call you have to put them on hold. Then leave them on hold for a while. If when you get back to them they are still being obnoxious put them back on hold by telling them you have another call you have to take.