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butterflies-orgasms · 2 years

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This post is about Anxiety and working Customer Service.

I'm going to write a long post that I've wanted to write for a long time.

While unlikely, I hope this post gets shared freely and even goes viral. These words are not just mine but for anyone like me. And they are words I've never encountered before. So, I'm putting them forth in the world in hopes they can provide some insight, and maybe do some good. At least provide solidarity. I will speak in terms of Amazon bc that is what I know. But rest assured. These experiences are universal for those like us.

So, here we go.

Amazon and companies preach how they want Agents who are "Customer-Obsessed." They tell us to treat each customer like a friend. To build rapport. To go for a smile. To "say yes to the request." To make it feel like the first time, every time.

Corporations do not actually want that.

When they get that, they get me.

This is not a brag.

Acting like that creates a waking nightmare. A hell on earth. And please, allow me to explain why.

We automate processes as humans. Through repetition, tasks become automatic. We learn to label certain tasks in our mind, and then our brain automatically pulls up what to do for that label, so it becomes a reflex. The easiest example is sports. Steph Curry knowing to shoot a 3 pointer from the corner bc he has "shot a 3 pointer from the corner" so much he doesnt even think or hesitate.

The same goes with customer service.

We label this customer as a "where's my stuff" customer or that one as a "price change" customer. Until what to do becomes automatic. This lightens both the mental and emotional load. It lets all the calls blur together. Makes the shift past faster.

Unless you dont do this.

Unless every call is a new, unique person. With a back story. Just like yours. With worries and problems just like yours. Who calls in expecting you to be able to fix it.

And that happens 30-40 times a day.

Every call that comes in, I'm braced to talk to someone who is angry. They are calling because something is wrong. I'm braced to be the brunt of that anger. To hear how their child's birthday was ruined. Or now they cant buy groceries bc we double or triple charged. Or a hundred other possible catastrophes.

I am prepped to hear a brand new person. Learn their moods, their tones, their mannerisms, their world perspective, to match and vibe with them and to hear a problem I most likely can do nothing about (I have no control over shipping companies or our prices etc).

I handle 30-40 different crises from different people and different personalities and have tl adjust for them all within a single shift. And I have a maximum of 90 seconds between each one to wash off the experience and engage for the next completely new catastrophe packaged in a completely new individual who neither knows nor cares what I just went through with another person.

I'm not trying to be dramatic. But this is traumatic. Every call feels like holding my breathe underwater. Every moment feels like intensifying pressure that lowers after the call only to be ramped up again in 90 seconds.

Call centers and customer service have one of the highest turn over rates.

Retail is no better. Nor fast food. Any highly customer-engaged job can be stressful in a way that cant be imagined.

Jobs with high customer engagement are rhe ones that most lead to burnout and the associated symptoms like heart attacks. More so than even manual labor jobs.

Please. Be kind to Customer Service Agents. You don't want to have to call them. Well, they don't want to be there either. And if they struggly with Anxiety Disorder, their job can literally feel like a fate worse than death for these reasons.

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sdfhsagk · 3 years

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Scott Campbell

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