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Shoutout to the lady who showed me the "just ask for their name" trick
I used to get into these long arguments with customers over billing mistakes, going back and forth for 20 minutes until everyone was pissed off. Then this one customer service rep at a plumbing supply place told me she always starts by asking the person's name and repeating it a few times in the conversation. Tried it last week with a guy who was screaming about a $45 overcharge on his invoice and within 5 minutes we were figuring out the fix together instead of fighting. Has anyone else tried something like that to calm people down?
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the_angela22d ago
Wait, you mean just asking them their name and saying it back to them actually works like that? That's wild, I gotta be honest. I always figured people like that would just get more pissed off if you tried some kind of trick on them. I've had a few customers who just scream for the sake of screaming and I can't imagine them calming down no matter what I say. But maybe I'm wrong and should give it a shot next time some guy is losing his mind over a five dollar fee.
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margaret_jackson7322d ago
Girl you gotta try it!! I was the biggest skeptic too til I worked at a call center and they made us do this training. It sounds dumb but it really does throw them off their game because they expect you to argue back or get defensive. Instead you just slow down and treat them like a human and it's like you break the angry loop in their brain. Some people are just having a bad day and want someone to see them as a person not just a hassle. Worst case scenario they keep screaming but at least you tried something different.
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phoenix_carter6d ago
@the_angela honestly if it doesnt work you can just tell em their name is Karen and walk away, no loss there.
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