Escalations with Empathy

 I have seen Customer Service Agents, better than me, get fired. Some had accent-free English or English that sounded native. Others only received compliments and positive comments from their Customers. Photo by Alex Shute Even so, they could not keep their jobs. Why? In my opinion, for lacking resilience. What are the consequences of working in Customer Service without the necessary resilience? From the rush, only tiredness remains. Everything comes to those who know how to wait.   Unnecessary haste.   Excessive exhaustion.   Stress.   Psychosomatic illnesses .   Making basic mistakes, but with terrible, sometimes irreparable, consequences.   Saying words from which one cannot later retract.   Being scolded.   Losing a promotion.   Being fired. Being put on a blacklist and never being able to get a job in the Customer Service sector again. You must increase your resilience to succeed; having ...

Jesus said: " Give to Caesar what is Caesar's, and to God what is God's ". I believe that phrase correctly exemplifies how we should perceive our company, and how to manage our work relationship. Photo by krakenimages A boss is not a father, nor a friend. A good company can be similar to a family, but it will never be one in a literal sense. So, why should we care about our work? Why should we be good and responsible? I came to this idea after watching " The Meteorite Manifestation ", episode 14 of season 12 of The Big Bang Theory , in which Sheldon Cooper says to an employee: "... Because, on the one hand, Confucius says we owe a greater responsibility to people we're close with rather than to society at large. But, on the other hand, Socrates says that we're obligated to obey all laws, even unjust ones. And then, furthermore, if we're entertaining rules about when it's okay to break the rules, I should-- where does it end?" ...

Life is, by definition, unfair. We can't always get what we want. And sometimes it's not possible to help others, no matter how willing we are to do so. Photo by Icons8 Team. What kind of impossible situations exist?   When company policies do not allow granting a request (refunds past the deadline, escalation to a team higher than the standard escalation team, etc.). The Customer does not accept the available concessions or solutions. The Customer asks for something unreasonable, like in episode 14 of season four of The Office , when Michael Scott makes a call hoping a woman interested in him will answer, but he gets: "No sir, this is a Wendy's restaurant " .  I could go on with a thousand more examples, and there would still be unexpected scenarios. Whether due to bad luck, process errors, or previous miscommunication, sometimes it is not possible to satisfy the Customer.   In these cases, as a Customer Service Agent , your priority is to avoid making th...