Posted 2/18/2016 4:29 PM (GMT -7)
Folks--I am so sorry for disappearing for so long. I have no web time with my new job. It is high intensity and fast paced with mandatory overtime,so when I get home I usually dissolve into sleep quickly to regenerate for the next day. In some ways, such a rough day is good for depression and anxiety, since you have no time to be introspective. In others, a stressful schedule means flares and little time to do the good things that are beneficial for my well-being.
I felt the need to share what happened today. I work in a large national call center, dealing with a complex and multi-faceted banking product. I got a call about 40 minutes before lunch, from a woman clearly struggling with anxiety. She had received a letter from us that, due to federal regulations, is enormously unclear and potentially very scary-sounding, but is actually not currently relevant to 95% of the people who receive it.. We have to send this letter to every person with her banking product.
So, it took me a very long time to walk her back from the panic attack. Roughly 44 minutes. I explained and soothed, and reassured, made her breathe and break the power of the stupid letter.
After it was over,I had lunch but the time to think meant I devoted some mental time to this call. If the call was reviewed, I would have gotten a poor report. Handle time was awful. I clearly did not manage the caller
effectively,at least due to my employer's perspective. I answered the question, but addressed emotional needs rather than financial ones. After lunch, I had to work with my trainer,and made a big mistake on a call. I had a stack of things I had to attend to, and was not allowed to do so, due to call volume. I shall have to face the music tomorrow, pretty sure.
But it was worth it, to hold a woman's hand across the country over a phone line. At least, if I still have the job--they are pretty bottom-line-driven.
Now I am really tired, lost balance and focus,and have taken a double-dose of painkillers. Need to just stare and Netflix for a while and then go to bed early.
Love and peaceful thoughts,friends.