Don’t Blow My Top! 5 phrases to calm or agitate a customer

21 Sep

Working in customer service can be such trials…some days it is so easy to lose your temper . So this is a reminder to myself on what to do and not to do when facing an angry customer.

5 phrases in calming an angry customer

1. “I understand your situation”

2. “I’m listening”

3. “I empathize”

4. “hmmm…aha…”

5. “…I see..”

5 phrases in agitating an already angry customer

1. “I’ll call you, don’t call me”

2. “please calm down”

3. “Its not my problem”

4. “we are closed” 

5. “come back another day”

Just another day in a working life.

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Posted by on September 21, 2010 in Work tips


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