Took my first call today out of training, I did horribly and cried.

So my company has been training us for the past few weeks to prepare us to take calls. This includes mainly learning how to navigate the software used to track and ship orders and how to set up refunds. The software itself isn’t hard to navigate and theirs a lot to remember in what I consider a short amount of time. Up until today we haven’t learned ANYTHING about the phones. We never got into putting a customer on hold, transferring calls, going from offline and online, contacting vendors. Using the software dialer. I’m talking NOTHING. On Monday we were due to start taking calls and begin getting graded to see if we can pass on to the next stage. My trainer decides to have everyone take their first call today that’s ungraded so we can get our feet wet. She has what they consider “ mentors” on the floor that are supposed to help us navigate the system if we need help, help take over if we mess up. I got the WORST mentor ever. The lady just sat their while I had the mentor on hold critiquing the whole system, she was getting frustrated with me, she kept wanting to put the customer on hold. She had no idea what she was doing and didn’t know how to articulate that to me so she threw me under the bus. Then my customer decides that they’ve had enough and just wants the company to follow up with an email/chat. I completely understand. I tell her I’d be happy to send in that service request and have the correct team follow up with her. During the time I’m saying that my “mentor” is in the background speaking with another co-worker loudly exclaiming how “ I didn’t tell her to say all that, I said to put her on hold” you guys. I died inside. My customer heard all this. This whole time my mentor was no help in helping me contact the vendor to find out when the package needed to be shipped, she was no help in helping me transfer calls. I didn’t know how to use the dialer at all! Anyways, I felt so overwhelmed I wanted to run out and quit my job. I literally cried to my trainer after work and told her how embarrassed and upset I was with how the mentor handled coaching me and I cried on the drive home. I’m probably not cut out for this.