The sad reality is that many people go through their lives feeling unheard and unacknowledged. Frequently, those too are the people who most often “lose it” with a customer service agent or sales representative on the phone. Remember, like being in the car, it’s easy to get angry on the phone. Because we’re not seeing someone face to face, we can say things to a stranger we would never say to someone in person. And when someone yells at us, even if we’re not at fault, it’s easy to be defensive and angry right back.
Use your phone interactions to break this cycle. Listen and acknowledge your customers feelings and their right to their experience. No matter what they say or do, you will remain in control of the call and the interaction, turning a negative into a positive, every time.
