Have you ever lost your temper at work? I did today. I was going through my phone messages and there was one message requesting payment status about a past due invoice. I looked through my desk and my emails and did not find it. So, in addition to providing payment status I have to now request an invoice copy. Usually, this isn’t an issue. In most instances, I request an invoice copy, it is sent to me and I pay it. Issue resolved.
Today however was different. I called back the company and asked the representative to send a copy. They tell me to check your junk mail folder. I checked it. Nothing there. Then I asked. “When was it sent?” They did not provide a date. They just said it was sent. I checked through my entire inbox. No email from this company regarding this invoice. I said. “I do not have the invoice. Can you send again please?” Next thing I knew, they were yelling at me about payment terms and I was trying to explain that due to the number of accounts we handle, we are unable to check on each one unless we are notified of an issue or receive an invoice or a statement.
I will admit, my tone wasn’t so nice either and I noticed my voice was getting louder. I cut them off and I ended up transferring the call to my manager. I told them I was going to transfer the call. However, I didn't even inform my manager first. I walked in the office and told my manager about the situation and how rude the other person was. I transferred the call because I was angry and I didn’t want it to escalate into a worse. However, I thought to myself, what could I have done differently?
Remain Calm
Instead of cutting off the representative and just transferring the call to my manager, I could have said, “Please hold” and take a deep breath and a few moments to calm down. Once I am calm, pick up the phone, apologize for the delay and continue the call in a calm, steady tone and at a normal pace.
See the other side
I should have tried to see it from the other side. They are trying to get payment for a service rendered. It is past due and they want to understand why it is not paid. Although I never received any of the documentation, I should apologize. I may have deleted it by accident or even after checking all of my email, I missed it. I can give the company the benefit of the doubt.
Don’t get defensive
I also realize that I should have never become defensive. It is better to just let the other person express their problem even if they are upset and listen to them instead of defending our company process. Then once they are finished, work on resolving the issue.
Don’t take it personal
Lastly, I should never take a phone call personally. It is just a business call between two businesses trying to resolve an issue. I’m actually glad that this happened. For me it is a learning experience and I know what I can do if this happens again.
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