Finally found a trick that stops angry callers cold in under 2 minutes

I work dispatch for a parts supplier and used to dread the calls where someone's job is on hold because we sent the wrong fitting. They'd yell for 10 minutes straight. Last week a guy in Phoenix was screaming about a missing brass tee we overnighted wrong. Instead of apologizing again I just stopped talking and typed out his tracking number for the replacement, read it back slow, and told him the exact delivery window. He went quiet for a second and then said thanks. Turns out people just want you to fix it without the fluff. I've been doing it ever since and calls are half as long. Has anyone else found a phrase or move that just kills the tension like that?

2 comments

2 Comments

piper91213d ago

Started doing the same thing at my kitchen when a customer is screaming about a messed up order over the phone. I just stop with the sorrys and tell them what I'm going to do to fix it and when it'll hit their table. Nine times out of ten they calm right down once they hear the plan instead of the excuses.

zarab2413d ago

Yeah but sometimes people just need to vent first. Jumping straight to a fix can make them feel brushed off.