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Whenever a customer screams I turn my volume down

Hearing customers scream, complain, yell, curse, makes my ears hurt. It’s not fun to have someone scream in your ear. Lately I’ve come to the realization that these customers are very bold behind the phone and they probably wouldn’t do that in person. Whenever I get a caller that screams I turn my volume down very low because more than likely they’re not saying anything important and there is nothing else I can do for them. Then I come back with “I understand sir/ma’am and I wish I could do more for you but this is the only option.” Turning the volume down helps me keep my composure as I won’t feel like they’re talking over me. Does anyone else do that?

What do you think?

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first job (inbound sales)

My job made me feel like i’m not “a team player” because I refused to take calls during my lunch