CHAPTER SEVEN
Upset and Aggressive Customers
Let’s be realistic—even though complaints can be seen as “positive opportunities,” they aren’t always pleasant to receive. Frankly, most CSRs don’t like aggressive complaints. Here are some of the comments I have heard from complaint handlers:
• “What’s happening with customers these days? This last one even swore at me!”
• “I have no doubt that last customer was trying to scam us. There’s no way that coat wasn’t worn.”
• “They said the vacuum just stopped working. I asked if they read all the instructions. Our vacuums don’t just stop working if our steps are followed. It was their own fault, and ...
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