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Old 09-16-2010, 05:49 PM
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iradney iradney is offline
Senior Stuff Do'er
Join Date: Nov 2006
Location: South Africa
Posts: 3,381

I find letting the customer get it all off their chest first - interruptions make em even more angry, as does the phrase "calm down".
Lowering the tone of your voice also helps you sound more authoritative and soothing, and using empathic phrases like "I understand" That is very frustrating"
Or as I like to say EAR - Empathise, Acknowledge, Resolve/Respond. You will get the occasional assnugget that just wants to bitch for the sake of bitching. With experience you can generally tell who those are, and you can take control of the situation by offering solutions; if rebuffed; ask them what they would do and if it's something wholly unreasonable, tell them that you are unable to assist and terminate the call. But that's just my experience really...
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