I answer calls and process claims in Customer Service. No one knows better than I how contradictory this is to my personality. Nevertheless, I do a damn good job. Once I got over the feeling that any of these calls are personal (they aren’t), it’s pretty easy to get to the root of their call.

I have answered literally 1000s of calls. No two are alike, yet, they all break down to 3 basic categories:

1. The person is happy and just wants information about their accounts.
2. The person is not happy but can be turned around given the correct information or guidance.
3. This person is not going to be happy no matter what you tell them.

In all cases, none of these calls has anything to do with me. I am just the conduit to their account. When I was new to the job, I was easily flustered by an especially angry participant. Now, I look at it as a challenge to turn their attitude around. It is incredibly rewarding.

It is also incredibly exhausting. Still, I have to take a deep breath and answer the very next call like it’s my first. Most times I have only seconds between calls.

I can be screamed at in one call and told I’m amazing in another. I’ve had kudos and I’ve had complaints. I’ve had participants ask to talk to someone else and I’ve had people specifally ask for me.

Good or bad, it’s water off a duck’s ass.