new job. really scared

[foreverforgotten]

I start a new job in 2 weeks. doing call center customer service rep for a bank. ( i havent been able to find any other job). My imposter syndrome is bad. Im so terrfied.

that im going to screw it up. And fail my metrics. Because im not good at boundaries, and responding to mean people. I know im going to get yelled at. And i dont know how to stay confident.. i got walked all over on calls at my last job by mean demanding people. I burnt out and quit. Ive been unemployed.

I dont know if i can do this Again. My communication skills are not my strength.. i dont know how to talk to people, and sometimes i cant even think critically l, and make stupid mistakes due to adhd. I dont usually do well in training historically, because i dont grasp a lot of things, that others always do. Not fast anyways.

Staying at a customer service job for more than a year has always been an insane game of, staying alive.because i want to off myself.

Im terrified. ( I really really, need this job right now...badly. (because dental and medical debt) im so scared im going to break down in a phone call, when someone is yelling at me. And get fired for poor performance.
So scared. I will fail even if i try. But i need the money. My livlihood is at risk and im scared.. 😢
Any thoughts...?

 

[Gard]

Just do it

 

[another world]

You could think of it as a kind of diplomatic situation. The bank wants certain things, the customer wants certain things, you want certain things. There's a kind of "zone" or Venn diagram intersection where these things are being met. If they're not quite being met, are they ways to push them back into the right zone.. you could imagine possible issues that customers may have, and look at them from different perspectives.

Of course, you may need to be in a certain state of mind to do that kind of exercise! If you're not in the right state of mind, it may be better to go for a walk or listen to music or something.

 

[foreverforgotten]

You could think of it as a kind of diplomatic situation. The bank wants certain things, the customer wants certain things, you want certain things. There's a kind of "zone" or Venn diagram intersection where these things are being met. If they're not quite being met, are they ways to push them back into the right zone.. you could imagine possible issues that customers may have, and look at them from different perspectives.

Of course, you may need to be in a certain state of mind to do that kind of exercise! If you're not in the right state of mind, it may be better to go for a walk or listen to music or something.

Im a logical and analytical kind of person, so approaching it this way seems very helpful! Thank i will try.to distance myself more.. My biggest struggle is with how to calm people down who are emotional and angry. (Seems to me CS reps are expected to be emotional babysitters too)

They dont listen they just blabber on. And i get told by QA im too monotone, or "you let them talk too long" like idk how to cut them off professionally. Or negotiate. Or persuade. Problem solve with them. Its that stuff i dont get.

 

[GFS]

Hello FF.

Been there, done that. Ofc, I'm me and you are you but still been in the same situation. I totally get it. First, during the calls take your time. Better to keep your client a bit longer than screw it up. Phrases like "I'm trying/here to help you" and "I understand your anger/frustration, you're right, but give me the time to resolve this" can help. If they still are mean you can tell them "If you don't trust me you can hang up, call again and talk to someone else that you think can help you better than I, but I can assure you they're gonna tell you exactly the same". And if they continue you can say "If you keep talking like this I'll have to hang up. So you either calm down and give me my time/listen to me, or I'm going to interrupt this call and you can call again when you're calmer".

Second, probably you need to read something a bit more times than the others to memorize it, so read your materials several times, again and again. Also, read slower and pause often and try to repeat what you just read, so your brain can process it better. Read, repeat, repeat and repeat again.

Third, try to grow a thicker skin. See it like this "Everyone has their limits. These are mine, I'll try my best but that's all I can do and I have to accept it". And accept it. Learn to forgive yourself. Overthinking about your mistakes leads to more mistakes. So try to take it easy. Think it like this "I've messed things up even worse before and I'm still here". That helps not overestimating your mistakes and move on.

Fourth, I don't know the situation in the country/region you're living but in most of countries there is a shortage of workforce, so if that's the case they're probably not going to fire you. Interviewers usually are good at getting to know the people and also they ask around about the people they hire. So, the fact they already hired you means that they need you.

Fifth, try to do stuff that you like in your free time to decompress.

Sixth, I hope that's not the case but if you don't get well will your supervisor/floor manager, look around in the same company if you can find a nice supervisor/floor manager and try asking them to take you in their group. Don't get high hopes but don't be afraid to ask either.

Seventh, good luck!