TIL my old manager's script for angry callers was pure gold

Back in 2019 at the Comcast call center in Portland, my supervisor Dana told me to start every hard call with 'I hear you and I'd be frustrated too.' I thought it was just some corporate line, but it actually cut our average call time by 4 minutes. The trick was she made us repeat their main complaint back word for word before offering anything. Has anyone else tried a specific phrase that totally turned a nightmare customer around?

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hollyg5916d ago

Honestly I used to roll my eyes at scripts like that, but repeating the complaint back word for word sounds SO simple it might actually work. That's the kind of thing I'd have dismissed as cheesy until I saw the call times drop.