O'Reilly logo

An Idea A Day by David Thompson

Stay ahead with the world's most comprehensive technology and business learning platform.

With Safari, you learn the way you learn best. Get unlimited access to videos, live online training, learning paths, books, tutorials, and more.

Start Free Trial

No credit card required

image

CUSTOMERS

LET THEM SHOUT!

Jim Blythe

IRATE CUSTOMERS CAN be hard to deal with. They feel let down when their product (or more often, service) goes wrong, and they want to hit back. Of course, yelling at the only person who can help them is not good policy, but it’s difficult for most people not to do this, and it’s even harder for the company employee or manager to take things calmly when confronted with an irate customer.

All too often, a customer complaint ends up degenerating into a shouting match between the customer and the manager—even if an employee is empowered to disconnect from the customer (for example, by hanging up the telephone ...

With Safari, you learn the way you learn best. Get unlimited access to videos, live online training, learning paths, books, interactive tutorials, and more.

Start Free Trial

No credit card required