I have a pessimistic attitude about my job. How can I overcome it?

I work in customer service at a call center. Every week, I'm given a quality score based on how well I helped the customer. Most of my quality scores have been 80-100 percent.

I don't mind going over bill issues all day. My biggest complaint is that I'm required to sell (cell phone) accessories. If my accessory sales are low for three months, I get one month to fix it or I'll be fired.

Most customers call in to complain about their bill or service. They want to save money--not buy a bluetooth. Also, if a customer buys an accessory from me over the phone, I have to charge shipping. But they can just go to a sales office and get accessories for the same price, and not pay shipping.

I keep reminding that I'm making more money than I thought I would at the age of 20 ($11.20/hour plus commissions is above average for high school graduates around here).

I know I have a bad attitude, but how can I change it? And if you were in my situation, would you try to make it work?

By the way, I just reached 90 days of employment. I'm no longer considered a new hire, and I haven't sold any accessories.

Well, first of all I have to congratulate you on actually 'not minding' going over bills with people! I think you have a terrifically difficult job & if I had to do your job I would probably shoot myself in the head before the day was over. I know that in most of the calls I make to customer service people, I end up apologizing for my bad attitude before the call is over - it's the least I can do! You must be an exceptionally patient person. Kudos to you!

I would speak to your supervisor & present them the same issues you presented here. I would also suggest you put this in writing, including the rationale you stated about how we (customers) want to SAVE money when we call you. There should be nothing preventing you from writing a memo to your supervisor, in terms of company policy. It would be good to have this on record since you may be in danger of getting fired. You do all you can. If they want you to make sales, then perhaps they should send you to salesperson training. I think it's completely unfair for them to expect you to do BOTH customer service AND sales.

For the record, I don't think you have a bad attitude at all. If you are going through all the trouble to be so worried about doing what's in essence an impossible task, then I think your attitude is quite good. It shows that you want to improve. I think the problem is with your company, where they are being unreasonable in what they are expecting of you. If they talk to you about firing you, tell them you are trying as hard as you can, and perhaps they would benefit from training you to sell stuff to people who aren't interested in buying it in the first place.

Meanwhile, always make sure you are pleasant to your supervisors in case you need them for references.

Good luck!
HelenKeller

If the job doesn't make you happy why continue. I know that sometimes money is a huge incentive but if the job is destroying mentally and physically the sometimes you have to re-evaluate. Good luck!!!

I just came across your post and thought I would offer you insight to a strength you might have. I am the manager of a writing department for a marketing company and I noticed that, unlike many people, you have the ability to write sentences and explain yourself quite well. Perhaps you should look into some kind of work that would allow you to work towards a career in writing. Maybe you could take classes to work towards a technical writing certification?

I don't think you have a bad attitude. I can understand how you feel about selling the accessories. It's pretty hard to stand behind something and promote it if you don't believe in it. Maybe if you look at it a little differently though you could be more positive about selling these items. Some people would rather pay shipping than take the time to go to a sales office. So, if you look at it that way, you are selling convenience.

I personally believe that if you dont believe in the companies practices that you shouldnt stay there. Stick it out until you can find something you support more. You do have a very difficult job and most people are not patient enough to do it. Only you can decide if the money is worth it.

Good luck :)