Just Short Of Losing My Temper

Bit of a crazy day today. I almost lost of my temper with a customer. Well, actually I did lose my temper but my professionalism kept me calm under stressful circumstances.

It was a busy day starting with a nice gentleman calling to set up a policy. I set it up and informed him I was going to run through the cancellation details.

‘Cancellation for what?’ He asked.

‘The policy I just set up for you.’ I reminded him.

Great start for the day, which was followed up by a kind person ringing to tell me that they were sending in a cheque. What is the point of ringing a company to tell them you’re sending in a cheque? We can’t do anything until we’ve received the cheque. So what’s the point of sitting in a call queue to waste your time and our time? Crazy!

The highlight of the day, however, was an extremely rude, ignorant person, who happened to be of a prominent profession, which I won’t name. This was obviously an educated person who thought they knew better than me about doing my job. Said person really wound me up the wrong way.

I began by giving him an outline of what I was going to do while setting up the policy. This is not only politeness but gives the customer clear information on what is happening. Said customer immediately told me that I didn’t need to give him this information I could just take the payment. I explained that I needed to check that the property was eligible – he started moaning about that. I explained that due to regulations I had to give him certain information – he complained about that. I gave him the option of listening or sending the form in the post. He told me to hurry up and do it over the phone.

I ran through the details keeping very calm, and tried to be as pleasant as possible, while being interrupted several times. I finished everything and asked if there were any questions. Well this was just the wrong thing to say to this person. I was categorically told that I didn’t need to give all those details. I should have just taken the payment. If the customer says they don’t need the details then that should be accepted!

I explained yet again that we are regulated by the FCA and have to follow the regulations we are given.

‘I don’t care about these regulations.’ I was told. ‘You should just accept my payment and set it up.’

I informed the customer – categorically – that they wouldn’t do half a job in their career and I wasn’t going to do half a job in mine. Customer didn’t accept this either. All through the call I had been interrupted and this person had spoken over me. It ended with a bit of an argument where I had to take several deep breaths to keep calm. This person was extremely rude and ignorant.

But can you imagine what would happen if a professional person only did half a job? Take a doctor for instance:

‘Doctor, I have a high temperature, feel sick, have a severe headache, and a rash.’

‘Take this tablet.’

No name for the tablet. No details of how, when, how many times to take it. No details of what’s wrong with me. No details of possible side effects. Half a job. Not pleasant. Not satisfactory. Definitely not doing the job properly.

How about a builder just building the outside walls with no rooms inside?

I may work in a call centre. But I have a job to do. I have letters after my name and consider myself professional in my career. If my job includes giving certain information then that is exactly what I’m going to do. I don’t do half a job. I have far more credibility, sincerity, and professionalism in what I do.

Published by Mandee

I'm an EFT practitioner, Matrix Reimprinter, Colour Therapist, Reiki Healer, Tarot Reader, And Astrologer. EFT (Emotional Freedom Technique) was pioneered by Gary Craig, tapping on acupressure points to help a person heal themselves. It proved to be extremely effective and has been taken up by many people worldwide. The therapy was taken further by Karl Dawson who found it very effective to enable the client to access memories, many hidden, sometimes pre-birth. By accessing the memory in the matrix the client is able to identify the root of problem areas, and with the help of the practitioner address the initial cause of trauma, phobias, addictions, pain, etc. I also use colour therapy and reiki as separate therapies, but they also work well together. It's no coincidence that nurses wear blue - blue is a very calming and relaxing colour. Just the thing you need when recovering. Too much blue, however, can lead to withdrawal and in some cases depression. We've all heard the term: 'I'm having a blue day'. This is just one colour example. Reiki is a very relaxing complementary healing technique that originated in the East. It is used worldwide as an effective therapy. The practitioner allows universal energy to flow through them into the client, to help the client recover. The therapies mentioned above are complementary. In orders words they can be used alongside modern medical practices. I do not diagnose or prescribe. Diagnosis and medication is dealt with by your GP or hospital consultant. I've been reading the tarot and runes for over 30 years both in the UK and internationally. I'm also a member of the Astrological Association of Great Britain after studying astrology through the Mayo School of Astrology. I offer Natal Charts, Reports, and Readings. Please note: Tarot and astrology is for guidance only. The reading or report will not make decisions for you and should not be used as a substitute for professional advice.

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