Anger Management — I
Nope, nothing to do with the series.
I’m trying to find a way to calm down and not take offense for small things. In that rush of giving it back, am now really ending up losing my cool quickly. This is completely opposite to how I was throughout my childhood, but I had probably let many people become the asses they are today by not saying anything.
What I’ve found to be effective though is to think logically and rationally through situations, and only then follow through with rage. I was very angry today with a Videocon D2H technician who was asking me to carry the dish antenna back home myself. The moment I got back home I started drafting a twitter message (the UI sucks), that then turned into a Class X letter writing assignment on Google Keep.
I have this great desire to bring down companies that provide below average to mediocre service or at least throw them out of our country; and along with it, remove all the people from work who are surviving doing just that. But similar to America in the post WWII era, we are in a golden age of consumerism and it will be difficult to even identify such non-performers. Anyway, I started writing down the email angrily
- asking them to sack this employee,
- saying their customer care takes way too much time on the phone (they really do; and although not relevant here, it was a bottled-up thought)
- and, concluding with a sarcastic question about when they were planning to shut shop.
I was getting a lot of pleasure writing this down. At this point, the technician who was still installing the dish antenna, had come to tell me that he would be using extra cable wire and informed me about the cost. I nodded controllably, resisting my temptation to say anything further; and got back to the email. It dawned on me, however, that I was just venting out what I felt about the situation. It wasn’t really going to be taken seriously unless I state the problem plainly, like a report or official complaint. I started editing it and trimmed it down to this.
I’ve had a service technician at my place to take care of reinstallation. He refused to transport the dish antenna that he uninstalled, saying that his work was only to uninstall but not to take any of these things back to the new place before installing it. He said that the transportation of these items was my responsibility.
When I refused to carry the antenna back because I had to walk down to the new place, he was very rude and started unpacking his bag to remove all the other items that he uninstalled from our place and packed into the bag. Finally, I obliged to carry the dish from the old place to the new one.
If this is indeed your policy and how your technicians are supposed to work, I’d rather shift to a different service provider who doesn’t have such ridiculous policies and whose employees value their customers. I would have appreciated atleast a note from the customer service folks saying that I’d have to take care of carrying these things myself. In the long conversations to take my address down twice, not one person had informed me about this.
Please either change your policy or change the behaviour of your technicians.
They may never read between the lines (or this post) to feel my angst but I enjoyed the process of calming down through writing. By the time the technician could start connecting the cable to the set top box, this email was already sitting in their customer care mailbox and as a direct message to the videdocond2h twitter handle (of course, I’ve never followed them :D).
People often give the ‘count to ten’ advice for calming down but that never worked for me. I always brush aside issues and box them somewhere and actually don’t get angry immediately or at every small thing. I only get angry when things repeatedly go wrong or people don’t talk politely or in general just behave stupidly. So if I count to ten when I’m angry, I would actually get even more angry at 10 than what I was at 1.
Just for the record, I don’t really care if the other person is the CEO or a service technician. If their service is bad or not ‘excellent’, I will never mince words in trying to tell them how it ought to be.