Hey Lina,

I sympathize wth you. I'm working at a job which pays well but not longer gives me a buzz when I enter the office and I wish I was in a position to quit. I hate having to rely on the income from that job because I'm still waiting to make sales from my online business - despite my efforts up to now.

All I can say is that you're probably very close to your success so don't give up. You know it'll have been worth the sacrifice in the end!

Cornelia

Yeah it's quite demanding I assure you! Customers don't know we have less than 7 mins to resolve all their issues or else our stats are garbage. The better you are, the quicker you can fit all the issues in and resolve in one call. That's the goal. I've done this plenty of times over and it's fun actually, competitive even. No worries about the sympathy. When you mentioned that the CSR who helped you said "I'm sorry you feel that way" I nodded my head in guilt. That's a staple phrase. So is "I would be more than happy to assist you with that but unfortunately..." or "That is definitely not a problem but at this time we do not offer that plan anymore. I do apologize for the inconvenience". It's awesome. Have a great night!

Wow. You have a tough job. I don't see that you had a choice. No one should have to take that kind of abuse. Sorry if this sounds sympathetic, but I'm with you.

To all of you, thanks a ton for the feedback. I don't think I can ever put into words how I appreciate it. @dec944, I understood the point behind their action. And you're right, I do need to grovel.

I own this situation 100%. In reference to jatdebeaune, I know exactly where you're coming from. The CSR who handled your call let your emotions toggle hers. That's a big no no.

I work for a major mobile carrier taking calls for 13hrs each work day. I am big for value and providing quality that's associated with my name. But what happened a few weeks back was due to a caller who was trying to access a primary user's account without their authorization. Unfortunately, a CSR at another call center allowed this customer access and he expected the same from me. I stayed cool. I don't show aggression. I understand when someone is used to one thing and is told another, it's completely conflicting.

So long story short, he continued to be vulgar, spitting all kinds of b!tches and Sl@ts towards me. I didn't say a word, I let him have his space and repeatedly let him know my apologies. I told my sup about it and he wasn't taking the call because it was a simple matter by strict policy. It was a done deal.

In matters like that, it gets rough. Several of the customers who call, and this is not exaggerated, want FREE MOBILE, meaning I've had customers say they want whole bills credited, even one customer was honest enough to say she would like 12 months of her bills credited. It's demanding.

And yes we I'm proud to say I have been praised for my service by the angriest of customers for going beyond my scope of support to help them, like this one woman who I couldn't help but want to cry with. Her daughter was in flight to Europe and she called to double check she will be able to call from Europe when she arrives. The mother was located in the states. Anyways, a retail associate told her prior to her daughter leaving that her device will work in Europe. It hurt me so badly to tell her that its not true. This woman didn't curse us out. She didn't pick a fight. She didn't even yell. She just got quiet and started to ball. I didn't know what to do. We stood on the line together for like 30 mins trying to figure out a solution, but I made sure I found a way for her daughter to contact her.

That CSR who didn't take the time to REALLY check the band quality of her daughter's phone was extremely careless. And that's where I try to stay far away from.

Again, everyone, your advice is taken to heart. It does put me in a different perspective and reminds me to stay responsible, confident and positive. @dec944, your words hit home the most. Thanks!

Here's the thing. When you grovel, people get predatory. Especially corporations. You have to finesse this one without groveling. As far as any business is concerned, one should never lose their cool with a customer. Customers often times don't forgive. I just had a disagreement with my oil company. I zipped up one side of the customer service rep and down the other because she was frankly obtuse and my anger had a reason. The CS person wanted to kill me. Be instead, she said, with all the cold indifference of a cobra "I'm sorry you feel that way". Frankly, that infuriated me too. If she hung up on me, I'd have a major gripe with her and the company and would call her supervisor immediately. Actually, I'm going to fire the oil company, but it didn't have to be that way. I'm a real sucker for kindness. The best customer service rep changes an angry customer into a purring kitten. That's a real gift, and one worth nurturing. I know how hard a job customer service is and the public is often irrational. Maybe you can tell your employer that you are using this experience to grow your skills as a diplomat. I don't think that would be groveling. If you feel up to it, just for sport, and if it isn't too late, you can turn that very customer around and get her/him eating out of your hand. What a coup! If you pull it off, your employers will be impressed. That's not to say they wouldn't fire you. Corporations today are firing people for nothing. Not intending to contradict what Judy said because as an HR Exec, she knows her stuff. I spent a short time as a head hunter and was pretty good at putting out fires. Judy is also right about taking aggressive action to build your business. Always be in a position of strength, if you can help it.

OK. I'm the bi&ch on this site. I was a corporate HR and M&A exec for multi-billion dollar companies, so I'll tell you what you are not hearing, then tell you my IM two cents.

"Go home and think about it" is code for if you stay and screw up one more time you will be terminated with cause. Now that they've thrown down the gauntlet, if you hose this up it may be treated as a deliberate act of insubordination and breach of company policy. The fact they sent you home is a powerful message; it is beyond "knock it off". You are beyond "on notice".

Now, unless you have a trust fund or live with someone who pays the rent you better take serious note of what they are "telling you" and get a plan.. If you are serious about IM you need to go beyond "writing articles" and "designing websites". If you need to pay rent with it, it is a business that requires serious business methodology. If you have a passion for it, go for it but it needs to be a part of your overall plan.

But in the meantime, eating may be attractive to you. If you want and need a job and want to stay where you are, put some serious thought into how you're going to make it work. Ask them how to handle rotten customers, when to flag a super, how to check and see if you're doing all right. Make them believe you seriously want to be there. You own this. They are looking to see how you respond. Be sincere, and if you need a job you may even have to grovel a bit.

Then, take the opportunity to work nights and weekends to build a business around IM because the reality is passion is not enough. This is work. Full time work. It's not a job-it's your business.

Good luck on this one. I know being on the ropes at a job is tough, but I used to ask people every day, "if you got fired today, what would you do tomorrow?" Everyone should have a plan.

Ugly situation.

Be calm, confident and calculating in how you handle both your current job and you IM career. You are not a victim! Take charge!

Move confidently in the direction of your dreams.

Press forward.

I agree with both Joan and Labman. And I also love that expression. When I feel bummed out by the circumstances, I listen to this song by Ok Go named "This too shall pass." here is the youtube link http://www.youtube.com/watch?v=qybUFnY7Y8w

Labman's advice is so right. Even when it hurts, it pays to be completely professional. Use it as incentive to move forward toward your goals with renewed passion. My favorite expression is "This too will pass"

Keep plugging away at it, keep your plans secret for now and when it starts bearing fruit you can just smile and tell your boss to have a nice life. Try not to burn any bridges, its amazing how that will come back to haunt you years down the road. ( Speaking from experience here)