work stress: I work in face to face...

I work in face to face customer service. We stand in between 2 counters and guests approach from 2 sides. Our supervisors are in the next room. I have foot and knee injuries and should not be walking around. I have the most seniority in the group, including most f the supervisors. Most of our staff is new-hires. I have no problem doing training. We deal with the full spectrum from pleasant people to irrational and irate. If we do something wrong, everyone from social media to corporate will hear about it. The longer it takes for an answer that is win-win, the longer our line gets.

So, when I see and hear trouble, I want to help. If my colleague does not know the answer and a quick answer from me solves the problem…. If the guest is not understanding the answer given… If my colleague is giving incorrect information… If my colleague is not understanding the problem… If my colleague has left the room to seek a supervisor and the guest then talks to me, because I am there… If my colleague can’t figure out how to use the software… blah, blah.

I don’t claim to be a mind reader and know the exact moment my colleague needs help. Many won’t ask for help because they don’t want to look bad in front of the guest. I want the guest to walk away with correct information in a timely manner. I cannot read nor point to the other computer screens from my station. I cannot subtly lean in and suggest something. I’d rather not call out an error so the whole room knows. Guests get irritated when my colleague walks into the other room, one even called BS yelling about “the man behind the curtain” (Wizard of Oz reference). I was told BOTH not to “hijack” a guest by interjecting my help AND to correct my colleague if I hear incorrect information.

This is really stressing me out. I am feeling I am in a damned if I do and damned if I don’t situation. I can get in trouble. The department can get in trouble. The whole place can get a horrible reputation. I can continue to reinjure myself trying to be physically present to help my colleagues. I can be seen as both not being helpful and being overly involved. Uuuuugh!