I do not let customers curse at me on the phone. I’m not a prude, fucking curse words don’t offend me, but I shouldn’t have to listen to it when someone is complaining or ranting. I speak to customers about difficult situations and have to give them answers they don’t always want to hear, and I offer to share all of the knowledge I have and I offer all of the empathy I have. If they are pissed, I empathize and remember they are a real person with real feelings. If they are sad, I tell them I’m sorry that they in this position. But if they use a curse word, I politely tell them if they are going to curse I’m going to end the call. Doesn’t matter how mild or offensive the word is…it’s not about the word.
Lately, when they start towards personal attacks even without cursing I pivot the conversation in a similar manner. “Well, I don’t know how you have a job if you just sit there and ______ all day.” When you get to that point it’s become evident they don’t want help or explaining or even your sympathy, sometimes they just want to feel better by being hurtful to you personally. If we’ve already discussed all of the facts, I’ll simply say well this is no longer a productive conversation and state the action I’ll be taking after ending the call (sending a letter or whatever) and move toward ending it.
I try to be very patient if they are having feelings and frustrations that are valid. Very patient. But I’m not a punching bag. I don’t get paid for that. Goodbye.
This specific situation makes some sense or in cases where brigading actually happened and it was a tool to stem it…I think nowadays that isn’t the case anymore and OP’s is an example of advocacy going little too far. Like if you listen Spotify you can’t come to my house for Christmas dinner because by doing so you promote Joe Rogan and not paying artists … and that is against my values. Really?
Yep other things I prefer about Day 1 is I can use my iPad with a Bluetooth keyboard or the web version on my PC. Realistically I’m probably going to end up doing it MOSTLY on my phone…but my preference is to journal using a full size keyboard and fully express myself at full typing speed 😊
Curious as to how the journal compares to Day One. I paid for an annual subscription recently. I like that Day One can record the location and weather along with my entries…and options for other things like health data, audio…not to mention different journals for different projects. I have one for full journaling and one that is more of a mood journal for feelings and rambling…
Yummy