Being on the receiving end of complaints, it is always very much appreciated when customers articulate their complaints in a calm, respectful manner – partly because it is so rare! But mostly because what they’re complaining about isn’t my fault.
Too quickly we forget that there is a person on the other end of the phone. We all assume customer representatives are robots programmed to be immune to our insults. Of course we expect them to be emotionless because they are paid to hear us bitch them out. The truth of the matter is they are typically your last line of defense in getting your way.
Have you heard the old saying, “You catch more flies with honey than vinegar.” It’s true, if you present your position in a calm manner the customer service representative will be more inclined to want to go out of their way to resolve your complaint. If you are kind to them they will look for ways to help you.
By all means be assertive but don’t belittle them and treat them as your punching bag. They deserve your respect as much as you demand theirs.
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