And I meant it to sting
Well written Rachel.Another pointer is to let them finish speaking as it often lets them cool off.
And don't exacerbate the situation if you can help it - be a good and empathetic listener and let the person calm down. Then work to address the customer's problem.
Foreign or American call center person? I have much better experiences with foreign call centers, in terms of politeness.
American. But up until that moment I would have said she was doing OK. Then it kind of devolved.
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