A Reminder To Be Kind!

Once upon a time, in a bustling New York State electric company, a dedicated employee named Melissa (3rd person myself😂) works in the collection department, which can be a rewarding and very mentally draining job at the same time.

Every day, I'm faced with the challenge of balancing empathy and professionalism while dealing with customers struggling to pay their bills.

The electric company is responsible for providing electricity to millions of households, and my role is crucial in ensuring that the company can continue to deliver this essential service.

However, the emotional toll of this job is challenging to bear. And in 15 years, it has not gotten any easier!

Some days, I listen to customers crying on the phone, unable to afford their bills. Despite searching tirelessly for programs to help these customers, sometimes no solutions are available.

The heartbreak of being unable to help is overwhelming, but I realize that kindness and understanding are essential in these situations.

On other days, today in particular, I faced the wrath of customers whose service had been disconnected.

They called in screaming and hurling insults like I was responsible for their predicament.

At this moment, I needed to remain calm and actively listen, acknowledge customers' concerns, and try to find a solution.

I always TRY to remember the importance of empathy in customer service throughout these challenging interactions.

And I can tell you people get crazy when a utility is turned off with no warning...well, the bill was the warning, but that's not the direction I'm headed!

But by putting myself in the customers' shoes, I could better understand their frustrations and work towards finding the best possible solution.

In the face of adversity, I also consciously tried to communicate with kindness.

This involved focusing on the issue without making assumptions and treating everyone with respect and dignity.

By doing so, I could diffuse the tense situation and provide a more positive experience for the customer. (Although I was worried for a minute!)

I often share these experiences with friends and family outside of work, emphasizing the importance of being kind to others, whether on the phone or behind the computer.

After all, everyone is fighting their battles, and a little kindness can go a long way.

As the days turn into months and the months into years, I will continue navigating the collection department's emotionally charged world.

Through empathy, kindness, and resilience, I can make a difference in customers' lives, helping them through difficult moments and reminding them that there is always hope.

And so, my journey in the collection industry reminds us all: be kind to one another, for you never know what someone else is going through.

In a world where empathy and understanding are often in short supply, let us strive to be the light that guides others through their struggles.