Hit 500 customer calls today and something clicked

I work the help desk for a cable company, and today I passed 500 calls logged in my first 6 months. Most people are angry when they call, but I realized that just naming their town or street calms them down fast. Got a guy from Oak Street who went from yelling to laughing in 2 minutes. Has anyone else found a weird trick that works almost every time?

2 comments

2 Comments

dylan_thompson7d ago

Clicked for me around call 300. I started asking people what show they were trying to watch. @james_butler hit it though - that "yeah that'd tick me off too" line works EVERY time. For me it was asking about their dog or cat if I heard barking or meowing in the background. Had a lady from Maple Street who was screaming about her box not working, asked about her yappy little dog, and boom she was telling me his whole life story while I fixed her connection. People just want to feel like you see them as a person, not a ticket number.

james_butler7d ago

Man, 500 calls in six months is no joke. That's a lot of people yelling about their internet going out. I work a similar gig and I found that if I just say "yeah that'd tick me off too" right when they start ranting, they usually pause and calm down. Something about knowing you actually get it. The town thing is smart, I might have to steal that one.