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December 01, 2009 12:04 AM
http://www.amazon.com/Customer-Service-Instant-Customers-Coming/dp/16016301...
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Turn your empathy on full-drive. "I understand why you are upset, and I'm sorry our company/product/staff has made you feel this way" A happy customer tells one person about your product, while an irate customer (thanks to blogs, the internet, social networks etc) tells 100.
Suck it up and just be the bigger person. Try to handle things yourself before passing them onto a manager, but, if it comes down to it, offer to let them speak to a manager. Do everything you can, though, before passing the conversation along.
Be truly polite and empathetic. Do NOT be 'snarky' or come back with anything conceived as "Oh no you didn't". Also, don't take things personally, ever. You have no idea who that person is or where they're coming from - they're wife/husband could have just left them, for all you know!
I pulled this insight (and much more) from a handy little book I'm actually reading right now; Customer Service in an Instant - highly recommended!
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Suck it up and just be the bigger person. Try to handle things yourself before passing them onto a manager, but, if it comes down to it, offer to let them speak to a manager. Do everything you can, though, before passing the conversation along.
Be truly polite and empathetic. Do NOT be 'snarky' or come back with anything conceived as "Oh no you didn't". Also, don't take things personally, ever. You have no idea who that person is or where they're coming from - they're wife/husband could have just left them, for all you know!
I pulled this insight (and much more) from a handy little book I'm actually reading right now; Customer Service in an Instant - highly recommended!
http://www.amazon.com/Customer-Service-Instant-Customers-Coming/dp/16016301...
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November 30, 2009 11:10 PM
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1 Swear let it go.
2 Swears, "This is a professional conversation there is no need for that language."
3-5 let it go.
6 "I may be forced to terminate the call, if the profanity continues"
7 "I am terminating this call, good bye"
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2 Swears, "This is a professional conversation there is no need for that language."
3-5 let it go.
6 "I may be forced to terminate the call, if the profanity continues"
7 "I am terminating this call, good bye"
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November 30, 2009 11:55 PM
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I understand your frustration; however, there is no need to talk in that manner. Once, you refrain from using fowl language, I'll be happy to assist you.
If that doesn't work, I'd hang up. Let them call back. If it continues I'd just keep hanging up the until they became "conditioned". The best method of handling someone like this, is to warn friendly, then ignore until they stop doing the undesirable trait.
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If that doesn't work, I'd hang up. Let them call back. If it continues I'd just keep hanging up the until they became "conditioned". The best method of handling someone like this, is to warn friendly, then ignore until they stop doing the undesirable trait.
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December 01, 2009 07:29 PM
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I'm at a newspaper, so we actually have a very specific procedure to deal with this!
And it's basically "not my problem." Which, in a way, it is. Even if you wrote the story that's provoking the angry remarks, even if you absolutely made a mistake, all you can do is apologize. It's the job of someone higher up to actually make amends, since they know more. So I'd transfer the call.
One more caveat. If it's a lawyer, we don't talk. Period. This almost never happens, but it's in there anyway, just to avoid saying something wrong.
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And it's basically "not my problem." Which, in a way, it is. Even if you wrote the story that's provoking the angry remarks, even if you absolutely made a mistake, all you can do is apologize. It's the job of someone higher up to actually make amends, since they know more. So I'd transfer the call.
One more caveat. If it's a lawyer, we don't talk. Period. This almost never happens, but it's in there anyway, just to avoid saying something wrong.
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