When you're talking to a customer angry over an error made by your company and she says, obviously referring to the company, that "you erroneously deducted $100 from my account." Don't reply: "I didn't do anything."
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.
4 comments:
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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