It frustrates me to think that companies, team leaders, and quality analysts often forget one simple fact about effective communication: it’s a two-way street.
I am from tech chat support. I sometimes chat with two or three customers at once. Each customer must be answered within two minutes.
There was one customer who sent a rapid and continuous stream of text. It’s as if he’s been killed by an enemy gamer 20 times in a row in his favorite video game and then hammered away at his keyboard with the raging frustrations of a child.
The man spoke of multiple issues about multiple products, which would require multiple documentations and cases. It is jumbled up in his poor punctuation and lost amidst hateful rants and baseless accusations against the company.
I’m sorry, but I can’t reply to that. I am not able to speak with someone who is not responding to my messages in a reasonable and appropriate manner. I can’t communicate to someone who isn’t communicating.
I have composed personalized empathy speeches to try and establish common ground. I’m not interested in talking about everything at once — that is not how a conversation works. I have tried very hard to take charge of the conversation.
The customer did not chat to discuss nor be assisted. He came to complain. He came to have someone listen about his problems — listen, not talk with — because he probably does not have friends or anyone else in life to listen to him talk.
So, he entered the chat support line overestimating his importance and threat level as he prattled on. Then, when he was satisfied, he disconnected the chat conversation and that was it.
I cannot play by a set of rules and established procedures which the other person doesn’t follow. I cannot continue to pretend that it is normal to communicate in this manner because of “professionalism” and to avoid, supposedly, “rudeness”.
My job is not therapy. I’m not a babysitter and I’m tired of being forced to act like one.