Applied what I have learned...
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Join Date: Jun 2008
Posts: 2,942
Applied what I have learned...
A customer called today and started going off about something that wasn't my fault.
I immediately told him, in a calm voice, that I would like to talk about the situation in an hour because I didn't feel that the emotional tone at the moment would lead to any constructive conversation, I asked him to call back in an hour, and I terminated the call.
He called right back to say that he wasn't upset. I told him that I was the one who was upset and that I wanted to collect my thoughts, please give me some time.
I called him back in an hour, asked for his email address, wrote him an email where I stated that I would be glad to help him better the situation regardless of who is/was at fault.
(After the whole episode was over 'the disease voice' in my head said I should have just responded to him in the same manner as he did with me, called him an a-hole, and hung up. Ha... I think hurt 'the disease voices' pride by exercising humbleness and not insisting on being the king of the heap.)
As it is, I think I kept the guy as a customer, and, I made him feel good.
I immediately told him, in a calm voice, that I would like to talk about the situation in an hour because I didn't feel that the emotional tone at the moment would lead to any constructive conversation, I asked him to call back in an hour, and I terminated the call.
He called right back to say that he wasn't upset. I told him that I was the one who was upset and that I wanted to collect my thoughts, please give me some time.
I called him back in an hour, asked for his email address, wrote him an email where I stated that I would be glad to help him better the situation regardless of who is/was at fault.
(After the whole episode was over 'the disease voice' in my head said I should have just responded to him in the same manner as he did with me, called him an a-hole, and hung up. Ha... I think hurt 'the disease voices' pride by exercising humbleness and not insisting on being the king of the heap.)
As it is, I think I kept the guy as a customer, and, I made him feel good.
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