Waiting.
It could go off at any second.
Entirely unpredictable, it waits until you're least expecting it to strike.
It feeds on your deepest fears. It promises an unpredictable battle that leaves you flushed and flustered and caught off guard. It thrives on other peoples' energies.
One of my biggest daily fears.
The t e l e p h o n e.
One of my biggest daily fears.
The t e l e p h o n e.
Aside from just being dramatic there, I mean it. I HATE telephones. I dislike their existence as a means of communication. I dislike them for SO MANY REASONS.
Note 1: The main aspect of my strategies for managing my anxiety (or, more so, one of my ways of ensuring that I don't become overwhelmed by anxiety and break down into a panic attack in public) is to try and plan/control the situations that I find myself in. It's not a foolproof strategy, but I find that knowing, for the most part, what I will be doing and when and with whom helps me get through the day.
Note 2: A lot of my anxiety is rooted in a fear of letting people down or disappointing people that are counting on me. I really hate the feeling of knowing (or at least believing) that someone is unhappy and that it is, at least in part, my fault. Or, at least, I could have done more to prevent it.
So, as you can likely infer from that, I should likely not be in a customer service position but GUESS WHAT. While customer service winds up being what I do for only about 10% of my day at most, it accounts for likely 80% (or more) of my stress and anxiety at work.
You may be thinking "Ok but why? It's just a phone, big whoop. Suck it up and deal with it, it's your job." That's what I try and think, too. But now this brings us back to my aforementioned notes.
I cannot control who calls me. I cannot control when they call. I cannot control why they call. I cannot control the circumstances that have lead them to call. Most likely, if they're calling my office, it's for 3 reasons: they need to pay a bill, talk to someone specific, or because for some reason, they're really unhappy about something. The reason they may be unhappy is 99.99% of the time not my fault, and I also probably can't directly solve their problem. So it should be no issue to just explain to them that we will do everything possible to resolve the issue and then make sure they wind up talking to the right person, right?
Except that my anxiety decides to step in.
So this is what a typical phone call looks like for me:
The phone rings. I let it ring twice so that I can take a few deep breaths before I even pick up. I check the area code to prepare for which language the call will likely be in. I give myself a quick pep talk of "come on it's just a phone call, it's probably no big deal, you can do it." I answer in my best 'customer service voice' (anyone who has worked customer service knows how this is different from a normal voice) and I PRAY that they just need something easy. Most of the time, from there I just transfer them, and that's that, mission accomplished, tadaa, gold star. But sometimes, they respond to me screaming already. Or they ask a question that I have no idea how to answer. And then I'm so on edge and my pulse races and I feel like I can't breathe and nothing feels right and I'm going to make things worse because I'm a failure and they never should have hired me and we'll lose a customer and it will be my fault and everyone will blame me.
The phone rings. I let it ring twice so that I can take a few deep breaths before I even pick up. I check the area code to prepare for which language the call will likely be in. I give myself a quick pep talk of "come on it's just a phone call, it's probably no big deal, you can do it." I answer in my best 'customer service voice' (anyone who has worked customer service knows how this is different from a normal voice) and I PRAY that they just need something easy. Most of the time, from there I just transfer them, and that's that, mission accomplished, tadaa, gold star. But sometimes, they respond to me screaming already. Or they ask a question that I have no idea how to answer. And then I'm so on edge and my pulse races and I feel like I can't breathe and nothing feels right and I'm going to make things worse because I'm a failure and they never should have hired me and we'll lose a customer and it will be my fault and everyone will blame me.
Of course that's not what happens, but my anxiety works in worst-case-scenarios.
The daily battles of anxiety are sometimes the hardest.
"Everyday is a struggle even when I'm at my best. My anxiety is always with me and my panic taps me on my shoulder a few times a day. On my good days I can brush it off. On my bad days I just want to stay in bed." ~ Unknown





