Hope25

Okay, I've been working at the family business (accounting/bill dept), but I answer phones as well.

It's pool business. The majority of the work evolves around servicing pools.

Anyway, the customers are very rude on the phone and very selfish. I think it's the nature of the city (NY) where people are demanding, selfish, etc.

Well, it seems that one or two I've talked to on the phone apparantly "don't want to deal with me." Now, to best understand, I'll give you a quick summary:

It's a family business which means that as far as dealing with issues, they pull some strings here and there. Now, they have some customers who are not "payers," and still demand service. I know in advance who they are, so I tend to tell them "no" or they "won't come to you until you clear your bill," if they start their demands. Well, they don't like hearing this & start yelling. Being that I'm new, most don't want to hear this from me - but I'm instructed by family members to say this - I never say this w/o permission.

Anyway, I think that I do not know how to speak or handle these situations. I really became offended today when I heard one customer tell another c-worker that they don't want to deal with me. Granted, I may not have been polite on the phone, however, I was instructed to say what I said. I guess I really don't have experience and sound obnoxious?

The thing is, I know in advance the kind of people they are from the opinions of other family members who have been dealing with them for years, i.e, who does not pay bills, who takes advantage, who is rude, etc, and I have already a "reaction" to what they might say.

And maybe, being that its all family, that gives me an "edge" to freely speak my mind w/o the idea of being fired, etc.

However, I'm frustrated daily at their reactions and their rudeness, which I think is causing me to dwell on the day's events over & over. I am told that as the "administrative dept." the customers know that my opinions are worthless, and that I really don't have a right to raise my voice or pass an opinion about their situation - which I think is right. But then how do I deal with their yelling without me crossing the line?

I don't know how to deal with demanding customers! In this case, it's hard to even give them any credit, only b/c on the one hand you tell them "Please go have your pool serviced some where else - we're too busy" and on the other, they say "no, I'll wait for you," but we can't give them a better time frame since we're too busy, and that's when they start complaining.

I'm having a hard time being patient w/o getting frustrated and "yelling" back. And then, when the day is over, I sometimes dwell on my mistakes and it hurts. But then I keep repeating them. And I take things personally. Any advice as to not become a "b**ch to them (sorry, I couldn't think of a better word.) I think that I might not be a "people person" and that really bothers me!