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New position available at work to deal specifically with angry customers.

November 4th, 2005, 09:07 PM
15 new positions are becoming available at work. They are called de-esculaters. (sp)
Meaning if the customer is angry and the agent cannot help the customer or the customer is just out of control they get transferred to the de-esculator. Meaning pretty much everyone you talk too is going to pissed off. On the flip side though apparently they can offer things that a regular rep couldn't and also give more credits if needed than a regular rep. Assuming that the pay should be higher for this postion I was thinking of applying for one of them. In most cases I am pretty good at de-esculating customers when they are upset.
Does anyone have a job where they deal with unhappy people all day. Not sure if it would be worth the stress but I thought I might at least look into it.

jesse's mommy
November 4th, 2005, 09:17 PM
I'm a sales rep -- selling cookies. I have ten stores I'm responsible for and granted it's cookies, I have a few store managers that are total buttheads (that's saying it nicely). I actually had one raise his hand and give a backhanded punch to a box of crackers in front of my face. I think when I originally started this position I wouldn't be able to deal with angry people all day, but as I've done this job I think I could deal with it because I have developed the "It is what it is attitude" with some of my managers. The store manager that raised his hand still attempts to give me a hard time and threatens me almost weekly, so I just respond "OK, thanks a lot have a nice day". I like to think I can kill him with kindness. I like to think it bothers him more that he doesn't affect me. If you have the ability to shrug off anger and not bring it home, then go for it. But if you think it's something that would weigh on your shoulders, then the stress it can cause isn't worth it. Hope that helps.

November 4th, 2005, 09:24 PM
I am actually extra nice to those customers too. I had one guy today I swear he should have been in grumpy old man movie.He wanted this ten year old plan that wasnt available anymore and insisted that I give it too him."Just give me the #$* @!** plan" I ended up getting him resign up for service for another two years, got him a cheaper plan for less money and more minutes and got him a free phone. When asked if he was happy with my service he just asked for my name and id said he would come back to me if the store didnt have the phone he wanted swore at me and hung up. It was well worth the two bucks commission I got for getting him his new plan and phone.

November 4th, 2005, 09:53 PM
Gee, can you get me a free phone too? Is that all I need to do to get one - pretend I am really really upset with my servive (and to be frank, I am not
thrilled with it but it could be worse, lol)

I am not in sales but I do work with unhappy ppl on a daily basis. I mean, no one with cancer or an equally difficult hematological illness totally happy and since many are children, their families or parents are part of the equation. Most are actually very nice tho. I would say the emotions I see are not so much unhappy as sad, frustrated, in pain, worried and scared or apprehensive. But I also see inspirational, moving, graititude and determined. Determined people do very well as compared to those who are angry. Teenage boys tend to be among my most angry patients for some reason. And parents who think they know more than their child teenager - who is the one dealing with an illness - really bug me, but that's off the topic.

I would be inclined to ask to a person whining about their cell phone plan what their problem is - they're alive arn't they? And living in a good country? So I might have little patience for their attitudes.

But it sounds like you did OK with that one man so O think if it could not cause you to bring stress homw, then go for it!

November 4th, 2005, 10:09 PM
Sometimes its actually humourous because they are irate about something thats beyond your control like paying taxes, or their credit rating. Which is actually determined by the credit bureau not the company I work for. One customer demanded that I change her credit class. She was always late with payments and always had a past due balance. Sure no problem I will just do that for now for you ma'm.

Then I get someone from one of the hurricane whom is still without a job or home and cant pay their bill. I actually credit them a bit more than I should but I really want to help them cause its such a hard situation to be in. There the ones that want to pay their bills and actually keep calling in trying to pay. Those are the customers I really want to help. At one time we were crediting their whole bill but we are only giving partial credits now.

Then I get a customer that just used their phone to much and got charged 50 cents a minute for overages on their last three bills but the refuse to change to the plan that only would have charged the 5 cents a minute for the overage and still expect credit every month because they used there phone too much. :mad:

November 4th, 2005, 10:31 PM
I worked as a CSR for an unreliable satellite tv company and I dealt with about 50 irate customers a day and I only had the power to give one free PPV movie... So ya, I've worked in that type of job before.

All I can say is yes, it is VERY... ummm.. not stressful, but more demoralizing after a few months. You go there and just get yelled at and yelled at and no matter how much you pretend it doesn't break through the big thick boundaries of you, it does. Your hubby better be a very chill guy because after getting yelled at all day, ONE more yell can set you off sometimes...

That said, after a while, I found the people fit into very distinct categories and it becomes easier and easier to handle the stuff. Like ok, this is Mr. "I'm not wrong, you are", so he's always right, I just have to twist it so he thinks he did everything. And this is Ms. "Mommy at the end of her rope" and all she wants is somebody NOT to say "I understand" because NOBODY understands what she has been through today.

Oh, ya, NEVER EVER say "I understand". You don't understand. Never assume you understand. That was the most important lesson we learned in training. You say "I can't imagine what you have been through" or "That must have been really horrible" but never "I understand". ;)

November 5th, 2005, 12:26 AM
You couldn't pay me enough to take crap from people all day. Every once in a while I DO have the joy of taking crap from people all day, but I always keep in mind that when I go back to work tomorrow, I can always assign that patient to the LPN (Sorry if I've offended any LPNs out there :D but we all need a break sometimes)

If you think this will work for you, then try it out. There's no saying you can't revert to your previous position if it doesn't work out, right?

November 5th, 2005, 12:42 AM
What's an LPN?

November 5th, 2005, 01:05 AM
Sorry, didn't mean to get cryptic or anything. LPN=licensed practical nurse, basically a nurse who has graduated from a vocational program. RNs 'outrank' LPNs but in the end, we're in the same boat in that we all take crap from the doctors!

November 5th, 2005, 01:44 AM
Ok... I just always knew nurses as "RNs" and "everybody else"... :o

November 5th, 2005, 05:47 AM
Ahem, crap from the doctors? :D

I NEVER give crap to nurses - (I did fire one from my office recently but she was temping and she did not work out - it had nothing to do with her being an RN (a MScN actually - all our nurses are required to have a degree to be certified here) nurse and everything to do with her attitude. That she was racist and anti-semetic topped it all off. I was soooooooo happy to have my regular nurse-manager back. I must have hugged her too much because she quipped people might think our sexual orientations have changed, lol

Our Children's hospital has no LPN's (we used to call them RNA's too and then it was changed to CNA's and then it became RNA's and now they have reinvented themselves as LPN's - I do wish they would settle on something and keep it). All our nurses are RN's, something the govt is not entirely thrilled with and an effecincy study they did showed we had too many nurses per patient. Excuse me but I fail to see how one can have too many nurses in a tertiary centre like ours - we have very ill children. We do some primary care sure but most of it is more complex and complicated so clearly, we need more RN's. And anyone knows it takes more time to treat children. (Yet the fee for service for doctors is the same for pediatricians as it is for docs who treat adults). But I have soooo digressed.

We do employ aides however but they can do no medical procedures whatsoever!! They help patients eat, walk with them after a nurse or PT has taught them properly postop.

As a VERY young intern and resident (I was 23 when I graduated from medical school and that was because I "lost" a year due to major surgery (an undergrad year that I made up in summers) and completed the joint MD-PhD(PhD in biochemistry) program at Harvard that required an additional year, I learned more from the nurses than I ever did from the doctors who were all too important to associate with lowly interns and residents. Plus this was a time when women in medical school were as scarse and as sometimes as welcome as a Nazi in Israel. Children's Hospital in Boston (where I did my Pediatric residency) had this wonderful nursing school (I am giving my age away but it was a 3 year program that has produced some of the finest nurses in North America - and I am the Godparent of the baby of a nursing student who is the same age as me who still works there!). Of course, they also taught nursing students at that hospital from Northeastern's then innovative 5 year nursing program that was a co-op program, they graduated with a degree (BScN and great experience), among other universities. Boston is like Halifax - more universities than one place needs, lol Now we have nursing students from various universities who do their obgyn and peds rotation. I should add Children's in Boston had all manner of positions that we did not have in the Maritimes - RN's, LPN's (that was where I learned the term bcause at home we called them RNA's) - and some LPN's could get permission from an RN to administer meds and even narcotics. There was this one LPN who was so excellent I always wanted to return to nursing school, sigh, aides - who went thru an 8 week training at the hospital, orderlies, porters, Play Ladies - now called Child Life workers in our hospital, PT's, OT's, TR's. and amg docs, the Attendings were the most important, Chief Residents were next, Residents, Interns and then the very lowest of the low, medical clerks. Knowing that list was more imortant than histology!!

Anyway --- you should take the job, lol (I have taken crap from doctors and nurses too, lol - and parents and politicians and university vice presidents and pharmacists and and... lol)

November 5th, 2005, 07:26 AM
Anyway --- you should take the job, lol (I have taken crap from doctors and nurses too, lol - and parents and politicians and university vice presidents and pharmacists and and... lol)

I am starting to feel more confident in applying for it now. It is gonna depend on how much more money is offered. I dont think I could do it for what I am getting now. Actually I take crap too from doctors, nurses, etc, etc. They like to remind me of how much money they make and how they charge 100's of dollars an hour for their time. Excuse but you called me.

If you think this will work for you, then try it out. There's no saying you can't revert to your previous position if it doesn't work out, right?
thats also an important factor, can I go back to old position. If I mention this in an interview will they think I am to wimpy to do the job

November 5th, 2005, 01:16 PM
thats also an important factor, can I go back to old position. If I mention this in an interview will they think I am to wimpy to do the job
No, I don't think so, especially if you present yourself as confident in your current position--but would you feel comfortable taking the job without knowing if this was possible or not? Or knowing for sure that they would not allow you to slide back into your old spot? I think you must know this before you seriously consider a position like this. I don't see how your employer could fault you for not being 100% committed to a newly developed, ill-defined postion that's more or less experimental.

November 5th, 2005, 02:16 PM
I would not see that as whimy - you are just negotiating for a new position in good faith and being honest. They should admire and respect that!!

November 5th, 2005, 02:58 PM
Re: Ahem, crap from the doctors?
CK, that wasn't meant to be a jab at you, or even doctors in general; simply an observation of the nature of things at times. I work with many docs who give much respect to nurses, and I also work with some others who do not. In general, I've developed a pretty thick skin for the ones who don't. My own, personal GP even said to me one day when one of his patients was admitted to my unit, "I'm glad there are people like you who are willing to wipe butts all the time, but I just have to be captain of the ship."

That's right--I'm a butt-wiper. Never mind all those IVs, PICC lines, portacaths, CVCs, ng/g/peg tubes, epidurals, foleys, murphy drips, trachs, ventilators, traction setups, autovacs, drains and chest tubes we insert, irrigate, suction, and/or otherwise know how to maintain while we juggle crisis upon crisis some days without the MD in sight or even an on-call to answer their damn pager and still manage to keep the less acute patients happy and safe--oh, and doc? Don't you want that patient with ESRF to have acetylcysteine for that CT with contrast? Okay, I'm glad you thought of it, I'll take care of it when I finish wiping these butts!

I do not intend any insult any MDs out there and certainly don't claim to know more than them, but nurses do NOT wipe butts all day and that is the attitude many nurses get from doctors. Obviously, nurses couldn't function without doctors--I just wish they all realized that the reverse is also true.

There can be angst between nurses too regarding heirarchy and I cited taking crap from docs more as an icebreaker for that issue rather than any real jab at ye physicians. That is all I meant when saying "we all take crap from the doctors." However, it is fun to rant, so I felt it necessary to do a bit here anyway :clown:

November 5th, 2005, 03:11 PM
Yey nurses!! :highfive:

November 5th, 2005, 03:23 PM
I was kidding Shannon! I well understand the heirachy in hospitals and alas, some of my collegaues - esp those of another gender but disapointingly from my perspective, even some of my own gender - are less than understanding of the work nurses do. I have decided that there are diffiult ppl in all professions - I try to treat everyone with respect.

Re your own family doc, I sometimes think GP's are worse as their own functions has declined. Most never deliver babies any more for example and many are at most travel agents who write scripts and order tests and then use the findings to send their patients to specialists. But the good ones take the time to know their patients and families!! However, I should not generalize since we all know surgeons are the worst in the "I am God" dept, lol

In pediatrics, I depend on the nurses and see them as part of a team. We recently changed our policies so that nurses in ER's can now order routine tests and dispense certain medications without consulting a doctor - it makes no sense to take up a doctor's time when a nurse who has 20 yrs plus experience in an ER can diagnose a situation just as well as I can! Although I have developed great dexterity and seem to be very good at finding veins (a MUST in hematology as you can well imagine tho I think the person who first came up with the idea of a portacath deserves many honours) I do know phsyicians who would never admit that they cannot find one and God forbid ask an IV nurse. I trust the intincts of the nurses who work on our oncology unit - they are after all there more than me.

We have one nurse who is a neat freak and I myself will clean up blood or worse (if I happen to take out an IV and get blood on "her" floor for example or if I drop something while extracting bone marrow for example) in the middle of a procedure. We all tease her but she has us all trained very well, lol The other day, when I placed the syringe on a tray after extracting bone marrow it hit something on the tray and there was a clang on the floor (just thscissors) and the 11 yr old who was sedated said to us "It's a good thing A is not here") so she even has the kids trained, lol

It's also possible that since I have so often been on the other side of the medical equation - as a patient - that I know how much nurses do!! Even in that role, I have seen some good ones and some bad ones.

But I do wish some of my collegaues did not think an MD gave them the right to be jerks!! There are such ppl in every proifession I suspect , sigh!

November 5th, 2005, 11:30 PM
I spend most of my time on a "clean" floor (surgical/noninfectious medical) and that is where I'm happiest. We have a surgeon or two who can be a bit ornery, but by far the cardiologists seem to have the worst god complexes at our hospital and alas, they are unavoidable.

Speaking of cardiology, every time I shorten your name to "CK" I think of cardiac enzymes.

Sorry for the hijack, Joey's Mommy! I'm done now, I promise!