Dealing with an entitled customer is bad enough, but when they decide to call a minute before your shift ends—that’s next levelOne customer service agent bit their tongue while an angry woman yelled at them, making impossible demands left, right, and centerShep Hyken is an expert when it comes to customer service. He’s a keynote speaker on the topic and an author. Hyken says it’s important to remember “you’re not trying to win an argument. You’re trying to win the customer.
“You catch more flies with honey than you do with vinegar,” is Hyken’s message to angry customers. If you’re the one calling customer care, he suggests you be friendly but stern. Always note the agent’s name. “Be direct about the problem, but don’t lose your temper. If you feel you’re getting angry, stop and pause,”. Or, you can hang up and hope that a different agent answers your call.
Or, in the case of the person dealing with their criminal colleague, let your manager listen in while the customer incriminates themselves even more. “Don’t commit a second crime while you are committing a first one”: Netizens took to the comments to share their thoughtsRobyn is an award-winning journalist who has produced work for several international media outlets. Made in Africa and exported to the world, she is obsessed with travel and the allure of new places. A lover of words and visuals, Robyn is part of the Bored Panda writing team. This Panda has two bamboo tattoos: A map of Africa & the words"Be Like The Bamboo...