Quote:
Originally Posted by Aaarg
haha, when you keep your cool with an angry customer it catches them off guard and either makes them angrier or apologetic. usually angrier.
|
Usually angrier from my experience. At Sears we weren't allowed to hang up on customers no matter how badly they were being dicks to us and some phone calls, like the one I mentioned lasted 45 minutes or more. I was part of the Television and garage door opener repair team, trying to help people fix them over the phone to avoid sending a tech out. They'd fire us if we didn't avoid sending 10 technicians out a day per person, so having to keep someone on the phone for that long really cut into my avoids, which pissed me off even more on top of getting yelled at. So while it's easy to keep cool for 10 - 20 minutes, it gets damn near impossible when you're getting shit on for an hour.