Whoops

I’m always very level-headed with clients and usually try to “kill them with kindness” but just now as I was trying to verify a client that called in (to what wasn’t even the right team to assist with his issue) so that I can protect his personal and financial information, he snapped at me.

I didn’t tell him off or say anything that that would get me fired but I did match his tone instantly and told him that I was just doing my job. The client said he’d call back and speak with someone else and hung up. If QA listens to the call (probably not since it was less than 3 minutes long) I would receive a pretty bad score and would probably get a coaching.

However, my manager is pretty understanding and laid back so even if QA does listen to the call, it shouldn’t be a huge issue. Just wanted to vent. Has this ever happened to you? Did it feel as good to you to give those that think they can treat you how ever as it did to me? I guess I learned my lesson, next time I’ll just transfer the client into the abyss of hold time for another queue instead of trying to help out.