This job makes me drink.
I made it through college without becoming an alcoholic, and I've had a pretty comfortable relationship with booze over the years. I like a beer in the evening, and sometimes two. If I get to a third it's a party. About once every six months I might have four or five. I never get belligerent or anything; I might get extra-jovial and sleepy. I prefer quality beer and alcohol. Sometimes I don't drink at all, which is fine.
But at the end of a shift at this job, I really want to reach for some alcohol as fast as possible.
Why? I work 10-12 hour days. My average call time is somewhere in the 45 minute zone. (It's supposed to be in the 30 minute range, but I've given up on worrying about that). That means I get about 14 calls a day.
The outcomes are getting better, for a variety of reasons, but in any given day there will be at least one person, and usually two or three, who chews me out, either loudly or via quiet shaming. When I started a few months ago the odds were much worse.
I'm in a paid support department (technically a separate company, Support.com), and the primary Comcast tech desk transfers folks to us willy-nilly without warning them that it'll cost them money. So Joe or Sally Customer calls in because their internet has stopped working... waits for 15 minutes to talk to someone... then gets a surly person who says "hang on" and then they're suddenly on hold... and after 10 minutes they get me, and I have to explain to them that I can't help them unless they pay $45. This may have happened to you. If it did you probably used some choice obscenities at the person who broke the bad news.
Around the holidays there were a couple weeks when I actually got more calls like that, than the kind I'm supposed to get (folks who've already purchased subscriptions and want tech support). This meant that all day long... a steady stream of invective.
And the worst thing is? They're right to be upset. They should be pissed off. But there's nothing I can do about it.
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