I did phones in a different century, so I don’t know whether this would fly today. But, my go-to for someone like this was “ok, I think I see the problem here. Shall we go ahead and fix it or do you need to do more yelling first?”
I can’t remember that line ever not shutting them down instantly. I never took it personally, whatever they had going on they were never angry at me personally.
Then again, I do remember firing a couple of customers (“we don’t want your business any more etc”) after I later became a manager and people were abusive to staff. So you could be right, also.
Based on my experience working in a call center, I wouldn’t call it unnecessary. People are fucked up.
It’s not an easy job, and it can absolutely be rough and frustrating. But knowing what your customer is saying is pretty important.
I did phones in a different century, so I don’t know whether this would fly today. But, my go-to for someone like this was “ok, I think I see the problem here. Shall we go ahead and fix it or do you need to do more yelling first?”
I can’t remember that line ever not shutting them down instantly. I never took it personally, whatever they had going on they were never angry at me personally.
Then again, I do remember firing a couple of customers (“we don’t want your business any more etc”) after I later became a manager and people were abusive to staff. So you could be right, also.
Haha while I love the line, that last part would quickly get you pulled into a talk with management.
I would laugh, and then tell you to never do that again.