I read an interesting post today entitled “Call Centre Education”. It is simply a request from a call centre agent for me, or you as the client, to treat them with respect and courtesy. It’s disappointing that the post had to be written in the first place.
Fair treatment of others is something that should be a given. However, when we feel stressed or we don’t believe we are being listened to, then another ‘person’ appears to take control. More so when dealing with an anonymous person on the end of the phone. It’s almost as if we can hide on the phone – after all there is no way that the person on the other end will recognise us in the street, is there? They are probably not even in the same country!
There are no excuses for bad, insulting or rude behaviours – whether talking on the phone, or dealing with someone face to face. How you and I react is totally our responsibility. The other person doesn’t cause us to swear – they can’t take over our tongues. The only person in control of my mouth is me.
So, in support of my call centre friend, let’s remember that they too are human, capable of feeling hurt and anger. It should be our aim to treat all people with fairness and dignity.
We can start today.
If you work, or have worked, in a call centre, why not share your thoughts on how the client can treat you better?
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