-do not engage in arguments
-do not try to change perspective
-do not make recommendations or offer advice
"Do not work harder than your client." - Joyce
-validate feelings
"You're right, I probably won't be able to help you, either. But, we can talk for a few minutes and see how it goes."
-remember, limit setting is a gift
-remember, feeling upset and/or frustrated is normal when working with some callers. Get support from your shift partners or shift supervisor.
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