Cake? Kate! Cake?

Yesterday I was going through my collection calls and spoke with someone who just could not get my name right. It went something like this:

Him: What your name?

Me: Kate

Him: Cake?

Me: No, Kate

Him: Cake?

Me. NO. Kate. K-a-t-e

Him: Ohh ok. Ok so anyway, Cake...

Sigh.

One of my last calls of the day was a really, really hard one. Obviously I cannot - and will not - go into details here, but I had to call a client and give him news that he wasn't going to like. I was given a directive to do so from the manager so I didn't have a choice and I was putting it off for a week... This guy was angry right off the bat when I identified myself and it just escalated from there. I have taken seminars and courses on how to deal with irate customers, difficult people and a few customer service courses as well. Nothing could diffuse this guy, so I just let him yell and swear. I couldn't get a word in edgewise with him. I completely understood - and agreed with - his position but there wasn't really anything I could do. I don't think I've ever felt so lousy about my line of work as I did yesterday. And no matter what, I couldn't shake it.

Today the manager told me we would hold to our original agreement. Now I have to call this guy back to tell him that we will keep things as they are, and I just know he's going to get upset again and ask why I bothered calling to begin with.

Sigh.

Poor, poor Cake....