NEw Job: Much Like Customer Service & I Am Getting Nervous About It - Cerebral Palsy Message Board

Hope25 · 06-02-2006, 11:00 AM

Okay, I decided to work at the family business for now. It's all family so I have no worries. However, the nature of the business I do not know - it's a pool store/service business.

Now all the business evolves around pool chemicals, motors and their functions. So, aside from the billing/accounting dept, I'm also assigned to help out on the phones, much like customer service.

Here's my issue...I have a slight voice problem, I sound slow and high pitched to best describe it. Meaning that I feel like I sound as though I have a problem. I have managed to control my nervousnes, because as I have read over the years, anyone who has social phobis (even the slightest kind) and gets nervous on the phone. It props up now and then, but managable.

Now I just can't seem to fix my voice! How do I deal with the kind that are very impatient and say, "is someone more experinced to help me?" Or "can I speak to someone else?" Now, yes, I may not know everything (it's my second week) but I am getting upset knowing that my voice might be upsetting people, causing them to not trust who their speaking with.

My brother, who's my boss, is very understanding, but gets very impatient throught the day, being that EVERY phone call or questions go directly through him. He has been working their 5 years +. And just yesterday, he blurts out "You're worse than the customers!" when I asked him what to tell the person. Anyway, he said that because he was fed up with some other people and I was no help to him at the time. But I did take it personally, but I know I must not, being that we all get yelled at, and I am still trying to learn.

Anyway, my voice is what is making me upset at the moment, and I need to help out on the phones, as it is required by my position at this time.

Any idea how to feal with this while not getting upset? At the end of the day, I really dwell on the fact that either one person said, let me talk to someone else, or I can't hear what your saying, etc. Yes itt has only happened 3 times, I believe, but I seem to be a person who dwells on such things.

I try to remind myself to have fun with this, learn something, and to just get out of my shell and become stronger. Not to mention, the money is really great and I look forward to spending it

And the people who I work with are my family and would never fire me.

But I need to gain confidence with the people who just are impatient and won't give me a chance. How do I not let that get to me?

Steffers2318 · 06-02-2006, 12:50 PM

Quote:

Originally Posted by Hope25

But I need to gain confidence with the people who just are impatient and won't give me a chance. How do I not let that get to me?

I don't think there's advice anyone here can give you...except don't let it get to you. But that doesn't help, does it?

I would say just stick it out, keep dealing with those kinds of people, and maybe you won't take it so personally after a while. That job can teach you that some people are just rude or ignorant and it's not your fault. For example...I have a friend that works as a cashier/order taker at a food place, where they were told to say "Hi, can I help you?" to the customers (ya know, as a polite way of saying "What do you want to eat?"). Well, one man who frequently came in would act like she was so stupid when she asked that...he would say stuff like, "Yeah you can help me, why do you think I'm here?" or sarcasticlly, "No, you can't help me, I'm just gonna stand here." The next time the guy came in, my friend just stared at him instead of saying can I help you...he said something about horrible customer service...my friend said well then maybe you shouldn't come back...the manager agreed, haha.

Sorry for the story, but anyway, some people are just jerks and that's the real world. If someone says they can't hear you, so what? Repeat yourself, making an effort to be louder. I know lots of people who mumble frequently, myself included

. As for the people who ask for someone else, why would you think it's because of your voice? Most likely it's because you're still inexperienced, information-wise. Say something like, "I'm sorry, I'm the only person available right now" or send them to someone else and listen to what the other person tells them so you'll know what to say next time. And if it is because your voice is high pitched, that's really stupid...and it's that person's problem, not yours.

adinahwithkaden · 06-03-2006, 12:32 AM

Life is hard... I am sorry you're going through this. But keep in mind that every job sucks in some way, and you just have to trudge your way through it. The alternative is to just give up, and that's no life at all.

I hate that this sounds so Dr. Phil, but this is what I use to tell myself. The voice thing is something you cannot control, but I think when you really learn your stuff, people won't really react to your voice, just your confidence.

Katharine2 · 06-03-2006, 11:33 PM

I xould never work for anyone in my family personally but just try to stick it out, at least its family and they knew ur limitations at work when they hired you.

Christine23 · 06-06-2006, 05:30 PM

Quote:

Originally Posted by Steffers2318

I don't think there's advice anyone here can give you...except don't let it get to you. But that doesn't help, does it?

I would say just stick it out, keep dealing with those kinds of people, and maybe you won't take it so personally after a while.

I agree completely. My CP doesn't affect my voice, but many times I am self conscious because of my CP. When I first started working in customer service about 8 years ago. I knew I could do the job, but I was terrified to talk on the phone. At first I was nervous, but it really wasn't as bad as I thought it would be. I also developed a thicker skin over the years. If a customer is rude I got to the point where I would remain calm, let them vent (comiserate(sp?) with them), and get them off of the phone. After a while, if you know you've done your job ... you don't take it personally. At the most you might be mad for a while, but it gives you something to talk about later on.

A few months ago I started my IT carreer, I am still having to ask questions because so many things are new to me. I spend a good amount of time talking with customers, and I've become very good at saying that I'll need to look further into their issue, and will call them if I have any additional questions if I don't know how to answer their question

. I've also found that most people are understanding if you don't know something and end up saying. "Well, I'm new here, but I will do my best to get the correct information for you." Then I make sure I get back with them with the info asap. I think this helps customers feel more confident with you if they know that you are trying your best to help them.

Well, I'm babbling so I think that is enough for now