Being a Call Center Trainer (Part 2)

Why we need emotional composure: We live the life of big celebrities like Angelina Jolie and Brad Pitt in some ways. No matter how exhausted or uninspired we feel, we need to put on our best smile and be a perfect role model in front of the class.

A slight fever is not enough reason to miss the class. When we feel down and lonely, we find every single strength in ourselves and deliver world-class training. I remember a pregnant colleague while being rushed to the hospital was giving me instructions on what to do with her class. When we roll out policies or guidelines that we personally feel inappropriate for trainees, we have to set aside our own judgment and encourage the class to understand the importance of the issues presented.

As trainers, we have to also be self-motivated as there are no constant recognition (and sometimes even management support) in this profession. We look at the positive side of every opportunity that comes our way and use the challenges to improve our craft.

To be continued...