i just lost my temper in production. i'm an ass. i can count the times i've lost my temper on one hand, and that's spread out over 4 years working at call centers.
that's hooorrible. there's something seriously amiss with my hormones today (and yesterday afternoon, when i totally accidentally snapped at gabi (because she'd taken our toolbox to her new apartment without telling me, and i, uh, needed to use tools. d'oh!) and then had to sheepishly apologize.
i just lost my temper because one of the nicest guys on the team was letting a customer bully him, and he had trouble handling it because he's simply too nice and has problems setting limits for how much bullying one single sale is worth taking.
when he told me a third time that the guy on the phone kept insisting on something even though he'd gotten a negative answer 5-6 times already, i snapped and screeched "ok give him the damn campaign already!" ...heh, half the team stopped midsentence and stared at me in complete disbelief.
way to go jennie.
i tried to make it up to him by clearifying that it was misdirected anger and that he did nothing wrong, it was the customer i was angry with, but i still feel real bad. i tried to turn it around by making it a coaching session, and telling him he needs to work on standing up for himself more on the phone because he can't let ppl bully him around like that, it's too exhausting, and that sometimes, it's okay to lose a sale if the person on the line is asking for more than they have a right to.
you know. to be less pathologically nice. :)
and now i feel like going home and hiding under a mountain of pillows for about a week. meh.