Giving away too much info against my better judgement

[Guest]

I know "exactly" what ur going through. My personal experience was " 1st putting them on hold, so I can get my bearings ; 2nd, UR IN CONTROL, U HAVE THE RIGHT TO NOW ANSWER THERIR QUESTIONS !! (AND I'M A SOFTLY TOO) BUT UR JOB IS TO GET THEIR INFO, AND U CAN BE POLITE BUT FIRM, AND SAY EXCUSE ME, I'M JUST DOING A SURVEY. IF AND WHEN THEY DO ASK U QUESTIONS, AND IT IS ON UR TIME, JUST MAKE IT "SIMPLE". bUT I HEAR U, I WAS CALLED NAMES, FROM ANGRY PEOPLE, AND AGAIN WOULD PUT THEM ON HOLD AND REGAIND MY COMPOSURE. KEEP SAYING TO URSELF, I'M IN CONTROL, NOT THEM. DO NOT LET THEM REEL U IN. AND WRITE THINGS DOWN SO FROM NOW ON U CAN COME BACK WITH AN ALREADY PREPARED ANSWER.'
FOR FUTURE CALLS. HOPE I HELPED !!