Caught on the phone with an angry customer? — Business Management Daily: Free Reports on Human Resources, Employment Law, Office Management, Office Communication, Office Technology and Small Business Tax Business Management Daily
Caught on the phone with an angry customer? Even if you plan to transfer the call, take a moment to acknowledge the problem first. Say (genuinely), “I’m sorry for the trouble you have gone through. I would be upset, too.” It may mean the difference between losing a customer permanently and keeping him or her satisfied.