Smoke Gets In Your Eyes

It was a warm and slightly humid Saturday in June. I went through my morning routine of breakfast, shower, tanning and workout looking forward to an evening of fun at a local dance and picnic. First, however, I was scheduled for 7 hours in the PhoneSmart Call Center and assist callers with their storage needs.

There was nothing to indicate that this evening would be anything but routine. Take a lot of calls, share moments with co-workers between calls and do our best to sell the stores.

I arrived and logged in, got my cup of Earl Grey tea (hot) and settled in expecting to take about 50 or so calls in my 7-hour shift. The evening was hectic and filled with the normal assortment of caller inquiries and for the first 2 hours or so, totally predictable. We often have callers who are tense, upset, angry and stressed. If we keep our cool and attempt to meet their anger with kindness and a calm voice we can usually get through.

One of my co-workers was on the phone with an unpleasant man. She had taken quite a bit of his abusive bad language and asked if she could transfer him to me, as she was exhausted with him. As I am the elder person on staff here and at times have the ability to take an abusive caller and set them down (I am referred to by co-workers as the “Terminator”) she knew she could count on me to end the situation. He cursed, ranted and belittled the store manager and then turned his rapid wit on me. I actually managed to say “thank you for calling” even when he had called me a “drugged out empty headed bimbo” I went to the ladies room, washed my face and made another cup of Earl Gray (hot) I took a deep breath and slipped back into the headset.

My next several callers were easier to deal with. Just as I had regained my sense of humor SHE called. “I was just talking with the store manager and we were cut off connect me to her again” I explained that I could transfer her to the manager’s voice mail system and she exploded “You are an *_ _ _ _ _ _ _ _ _ _ _ _” for one of the few times in my life I was speechless. She hung up on me and I put my self on “Make busy” and sat stunned for a moment. I had a sip of Earl Gray and put myself back in rotation. I am, after all, an old hand at customer relations and a pretty tough old bird. When the DNIS for that store came up again I thought nothing of it as we take many calls for them the same rude, horrible woman asked the same question. I gave the same answer and was called the same ugly degrading name. I managed not to tell her what I thought about HER but when she hung up on me again I passed the details on to my co-workers and left my station. I was looking for an outlet for the anger that was rising unbridled. I considered kicking the lockers in the break room but did not wish to damage company property. Tron Jordheim was not available and I considered calling my ex husband to lure him to drive to the center so that I could take it out on him.

In the absence of any of these outlets and not wishing to harm my good friends who man the phones with me I went outside, paced the parking lot and asked my higher power for a calm and peaceful heart. I was, after all, only 3 hours away from good 60’s rock and roll and doing the Twist with my baby.

I got a drink of water and sat down at my station. Then came the really hard call. The call after you are so agitated and upset that you want to scream and kick things. No matter how difficult you owe it to that next caller to have a smile in your voice and to treat them will good humor, professionalism and kindness. In this circumstance it was very much like when I participated in track and field (hurdles) in high school. I had to reach down into that well of strength that keeps you running and clearing the high hurdles.

I am proud to say that for the rest of the evening I was able to give my best to the remaining callers. I put my hurt feelings aside and did my job. My track coach would be proud. I am proud.

By the way, I not only remembered how to do the Twist but, the Pony, the Stroll, and the Mashed Potato and slow danced with my baby to “Smoke Gets in Your Eyes.”