“The usual fortune of complaint is to excite contempt more than pity. ”
If you have a call center that handles customer complaints, this strategy may be very useful for handling callers who feel compelled to give you the complete background and all of the details involving their complaint.
I offer it to you, with thanks to my son, Seth Robbins, who is a genius at handling customers in an objective, neutral, respectful and timely manner.
After you have thanked the person for calling, identified yourself and asked how you can be of service:
1. Recognize the sense of urgency, but remain neutral.
“I hear that you are upset.” “I appreciate your frustration.”
2. Outline the “agenda” … Read the rest