Keeping Your Cool

I work at VCU’s Media Support Services (MSS). Our job is to make sure all technology in classrooms such as overheads, computers, and data projectors are functioning properly for teachers and students. We are stationed in the library and have kiosks in the Temple, Harris, and Hibbs building so we can reach classrooms with problems in a reasonable time. About a month ago my co-worker Brandon and I were called to the Harris building, because a teacher was having a problem with his VCR. When we looked at the VCR everything was hooked up correctly so we decided to get a new VCR for him, which he agreed to. Before we left he stressed how he had to show this video and if he didn’t he would be severely behind, which is when I could tell he was an impatient one. Our policy is that they must go themselves and switch it out at the library. I thought that would interrupt his class and he would become even more frustrated if we told him this. After we got the new VCR, Brandon and I hook everything up again and it still didn’t work so we figured the problem was inside the podium. We told him that would require our technician coming out since we did not have the keys to fix it. After hearing this he cancelled class and became very frustrated with us once all his students left.
I quickly realized this was going to be a problem, because he looked like he was going to explode and my friend Brandon has a short temper. The teacher starts raising his voice saying “EVERYTHING SHOULD JUST WORK I DON’T UNDERSTAND IT SHOULD JUST WORK.” Brandon says were sorry sir we should have this fixed before your next class, but if not your going to need a new classroom. He replied “Will you guys do that?” we said “No, that’s not our job; you’ll have to speak to the head of your department.” He then yells “I am the head of my department.” After that Brandon gave me a look like he was going to get disrespectful and while the teacher packed his things I quietly told Brandon not to speak to him anymore. I then said in a calm voice sir we will most likely have this fixed in a short time, just leave your e-mail and your cell number so we can contact you as soon as possible so you can arrange a new room if you must. He then complained saying he shouldn’t have to do all this for another ten minutes and I told him getting mad at us wasn’t going to help anything. He apologized and said he was sorry, but he was frustrated and basically wanted to let his steam out on someone. I told him it was ok and I was sorry about his class and that I would contact him as soon as possible. After he left, the technician came, and sure enough a wire was unplugged inside the podium. I called the teacher and let him know we fixed the problem and everything would be fine for his next class and he said thank you. In this situation I think I did a good job of calming both my co-worker and the customer. I decided to take over the situation, because I know I’m good at talking with people who are frustrated and I realized us going back and forth with him was not going to make the VCR work. I believe an employee should keep their cool at all times as hard it maybe and if they can’t that is when you remove yourself from the situation before it gets out of hand.