I started telling angry customers the exact time I'd call them back, and it actually worked.

I worked at a call center for a major cell phone carrier, and we'd get people screaming about their bills. The usual script was 'I'll escalate this and someone will contact you in 24-48 hours,' which just made them angrier. Last month, I tried something new with a man in Dallas who was furious about a $200 overage charge. I said, 'Sir, I need to review this. I will call you back personally at 3:15 PM Central Time today.' He calmed down immediately. Has anyone else found a simple, specific promise like that defuses a situation better than a vague corporate timeline?

3 comments

3 Comments

gavinramirez9d ago

Always thought that was dumb, but it actually works.

paulschmidt19d ago

But what if you're busy at 3:15?

sean_miller8819d ago

Remember missing a dentist appointment because of that exact time. Had to reschedule for a month later.