I work in a call centre (I know, I know...). I enjoy the role, its flexible, and most of the callers are fair and respectful.
Sometimes I get the odd caller who is rude and it leaves me shaken up and on the verge of tears for the whole day! I'm a bit of a pushover and a wimp and would be grateful for any tips you have for dealing with the rude ones or the ones who can't get what they want.
So far I've found the following helpful...
- Meditation & exercise
- Pausing/missing a beat after rude remarks and/or responding with "Oh?" or "Sorry I didn't hear you there, can you repeat that?"
- (When I suspect the caller is lying about xyz) Flipping it back on them and asking more questions about it until they eventually crumble (a bit too passive-aggressive?)