One type of caller that I feel completely comfortable with taking a call from would be someone who is upset. I feel as though the majority of people calling in an emergency would be upset with the situation they are in. However, an obstacle that could be present when dealing with an upset caller could be that they would be harder to understand and may be too overwhelmed with emotion to explain the situation clearly. When a person is upset, their emotions can be contagious – I would have to make sure to focus on the emergency and not on how the call makes me feel on a personal level. Previous work experience in customer service (mainly in a call centre environment) has helped me tremendously in regards to dealing with all types of callers – especially with those who are upset. It is easy for me to empathize with them, I am able to acknowledge their feelings and relay understanding. After I acknowledge their feelings, they are more likely to be a little calmer and open to resolution. My ability to remain calm under pressure when dealing with an upset individual also allows me to ask appropriate questions to keep the call on track. …show more content…
I feel as though stress would get the best of me and it would make it hard for me to concentrate on the call itself; I also feel as though I would want to leave right away to get to them. I think that my past experience with a loved one dying will help me overcome this obstacle. I received a call while I was at work from my Mom about my Oma dying and I had to talk her out of hysterics, remain calm and assure her that everything would be okay. I had to show strength over the phone and let her know that everything that could be done would be done and that we would get through it no matter the