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Dina Vance, Senior Vice President from Ulysses Learning, takes on our reader’s question this month. She offers several observations and best practices that are commonly overlooked in contact centers across the US. According to Dina, these are among the top of those best practices that can transform your contact center into a customer experience-focused operation that gets high marks. 

NOTE: We’re looking for more of your challenges. Email your contact center-related questions to: ChallengeSolved@ulysseslearning.com

Q:  Difficult callers seem to be the norm lately. What advice do you have for managing them effectively?

 A:   We have some guidance that can bring you both solutions, and ultimately zen!

Let’s face it—sometimes customer service can feel like a never-ending rollercoaster ride. One minute, everything’s calm and smooth, and the next, you're dodging emotional flare-ups like a firefighter. Lately, we've all noticed that escalated and emotional callers seem to be popping up more often than we’d like.

It’s like every time our agents answer the phone, they are stepping into the wild world of reality TV drama. But before you start pulling your hair out (or consider a career change), let me introduce you to a simple yet brilliant concept: Ctrl + Alt + Delete.

Now, I know what you're thinking. Isn’t that the same command we use to restart our computers when they decide to take a nap on us mid-task? Well, yes, but let’s not limit it to the tech world. Brandon Mize, one of our very wise client leaders, recently shared how he uses this command to help reset his team’s mindset and tackle even the toughest calls with fresh energy. Let’s break it down so you can equip your team to master the art of emotional control and handle those calls like a pro.

Ctrl: You’ve Got This (Sort of)

First up, Control. No, we can’t control the emotional rollercoaster our callers are riding, but we can certainly control how we react. It’s like the classic "Don’t take it personally" advice—but with a twist. You’ve heard it a million times, but here’s the key: You are the boss of your own thoughts and emotions. So, the next time someone starts venting about their internet bill, remind yourself, “I control my feelings. I control my thoughts.” Then, maybe go ahead and repeat it until you feel like the superhero you truly are. (It works, trust me.)

When the heat is on, take a deep breath, channel your inner calm, and remember that you’re not just a customer service rep—you’re a Service Expert. Be a good listener, but don’t absorb the caller’s stress. Instead, let that frustration roll off you like water on a duck’s back. You’ve got this, even if your caller thinks the world is ending because their Wi-Fi won’t load cat videos.

Alt: Change Your Perspective—It’s Like a Mental Switcheroo

Next, we’ve got Alt. This is all about changing your mindset. Picture this: You woke up late this morning, spilled coffee on your shirt, dropped your keys in a puddle, and now you're bracing yourself for the 57th call of the day that will push you to the edge. But instead of letting your brain spiral into a dark pit of “Why am I here?” or “Do people really think yelling at me will help?”, try hitting the mental Alt button.

Alt is about switching things up—kind of like when your computer freezes and you click on a new tab hoping something magical happens (spoiler: it usually does). Instead of letting yourself focus on all the doom and gloom, try switching perspectives. Maybe this irate customer is having a rough day, and they’re not angry at you, but at the world in general. Put yourself in their shoes (and imagine your own snazzy pair of fuzzy slippers) and employ some empathy. A simple shift in your thinking can turn the whole conversation around.

Delete: Because You Don't Have Time for Drama

Finally, there’s Delete. And honestly, who doesn't love a good Delete? Especially when it's attached to negative thoughts, frustration, or that one call that just won’t end. Think of it like that magical moment when you delete an email you really didn’t want to deal with—or better yet, that annoying tab you accidentally opened that’s blasting jazz music when you just wanted to watch a funny YouTube video. Delete that bad vibe from your mind.

You can’t carry every tough call with you into the next one. You’ve got to hit that mental Delete and wipe the slate clean. If you drag around the emotional baggage of every difficult call, you're going to burn out faster than your laptop during a 12-hour Zoom meeting. Let it go, and let yourself start fresh every time. New call, new opportunity to shine!

Reset and Conquer

So, next time you’re caught in the storm of an emotional call, just remember: Control + Alt + Delete. You’re in control of your emotions, you can alternate your mindset, and you’ve got the power to delete those negative thoughts and move forward with a fresh outlook.

In the end, customer service is about more than just answering calls—it’s about managing your emotions to create the best experience for both you and the customer. So, the next time, before you pick up that phone, feel free to channel your inner tech guru, hit Control + Alt + Delete, and tackle that call like the professional you are.

And if that doesn’t work? Well, there’s always chocolate.

 

 

 

 

In her current capacity with Ulysses Learning, Dina is responsible for the day-to-day operations of the company and also serves as the chief client relationship executive, working with Fortune 100 clients and other progressive organizations to redefine the way customers are cared for. Under her leadership, Ulysses has been recognized for its work in transforming customer service, sales and coaching cultures through the development of emotional intelligence or “EQ,” enabling reps to confidently, consistently and expertly handle each customer interaction. The company has focused expertise in serving the healthcare, insurance, utilities, and financial services industries. 

Before joining Ulysses in 2001, Dina was responsible for the ground-level startup of two contact centers to serve bankers including Fortune 100 clients First Chicago, Harris Bank, American Express and Citibank.  This led to her role as call center lead consultant and division manager for an international learning organization prior to Ulysses. Outside of work Dina is actively involved in local volunteerism and enjoys cooking, gardening and nature walks.

Dina can be reached on LinkedIn or at dvance@ulysseslearning.com; for more details on Ulysses Learning visit www.ulysseslearning.com

Challenge Solved! Is sponsored by:

Ulysses Learning was founded in 1995 as a joint venture with Northwestern University’s world-renowned Learning Sciences department. Since then, Ulysses’ continued focus on research and development has earned it prestigious awards and recognition and, most importantly, the respect from its clients who rely on Ulysses for innovative performance improvement solutions that change with their rapidly developing and evolving environments.

Contact centers achieve profound business results ahead of schedule with Ulysses Learnings’ artful blend of patented simulation-based e-learning, facilitated exercises, coaching, and technology-driven tools, that redefine the way customers are cared for and transform customer service, sales, and coaching cultures. Ulysses has one of the only training systems proven to build EQ with its proprietary Framework with Freedom© approach, enabling reps to develop skills to empathize with others, build stronger customer bonds, and improve team dynamics with confidence, consistency, and excellence.

Ulysses Learning is a multi-year recipient of the Gold Stevie© Award for the best contact center customer service training.

Begin your contact center transformation now. Phone 800-662-4066 or visit www.ulysseslearning.com to get started.