Hot take: Should you let angry customers vent or cut them off? I found a middle ground that works

Ngl, I used to let customers scream at me for 10 minutes straight thinking it would calm them down. But after one guy in Phoenix went on for 25 minutes about a late delivery, I started trying to interrupt politely. Turns out, cutting them off after 2 minutes and saying "I hear you, here's what I can do" actually saved me 15 minutes per call. The problem is, some of them got more pissed when I didn't let them finish. Has anyone else tried this approach or do you just let them rant until they're done?

2 comments

2 Comments

rodriguez.diana27d ago

Huh, I gotta disagree. Letting them vent for a couple minutes builds trust. Cutting them off early just makes them think you're trying to shut them up.

king.stella27d ago

What about when their venting just spirals into blaming you, @rodriguez.diana?