a series of bad calls

Hey there, I was not able to update yesterday. 

Sorry. 

I have been answering calls non stop unless its break time and all I could say is... it still scares me. 

I mean, it is my job. I have to be comfortable. I am a customer service consultant why the fuck am I scared? The reason is... I have bad calls. 

Scenario 1: My very first bad call was last Wednesday and it was my last call. The customer was really pissed because he wanted his refunds to be resolved and when I tried to explain it to him in a very easy way possible, he does get it but really wants something to happen. I actually had the call escalated to a supervisor. 

Scenario 2: I had an old lady who had a very thick accent that I had a hard time understanding what she was saying and so she was so mad that I was not able to understand her but in my defense... she keeps on screaming. I got that call escalated as well. 

Scenario 3: I had a call earlier from someone who had some bad transactions and he called me an idiot and stupid. I mean, I was not offended at all because I do feel that way sometimes. But its not my fault if you would not accept my explanation about your transactions and financial stuff. I mean come on, I am doing my best. You don't have to be so mean. This call was not escalated. Its just that he said a series of bad words that are attacking me as a person. 

Scenario 4: My last call for today was also annoying. I cannot verify her account therefore, I have no full access on it. Even if I wanted to help her there is nothing that I could do. I tried my best to explain but she still keeps on insisting that I do the things for her... when I really can't due to security and private reasons. Not escalated but she dropped the phone on me. Thank you ma'am.

The rest of the calls were fine. Some were long, some were short. I am enjoying the job if I am really able to help the customer. I hope I can get through all these and just get employed. I really need some experience and a job that would somehow make me help my parents financially. 

I hope that you had a better day than I did. I also have work tomorrow. I know its a Sunday, but my off is Monday and Tuesday. Which is fine of course since it is the only schedule available and I have to be early tomorrow. I am actually doing my laundry right now while watching How I Met Your Mother. 

Have a great day everyone!