I am referring to the public calling in to get technical issues fixed. A high volume call center. Their expectations and reality were/are sometimes quite a ways apart.
In that situation one has to use psychology and call control to attempt to fix the customer's issue's. And some callers were/are their own worst enemy. I was pretty adept in calming them down and fixing their problems, but there were always a few that were unreachable. If they became abusive I was not required to end the call, but had the "option, at my discretion" to do so.
sivran Opera convert Premium join:2003-09-15 Arlington, TX kudos:1
My strategy was usually to move the earpiece off my ear and let them vent until they quieted down, then just calmly continue on. Worked fairly well for me.
Glad those days are long gone though. -- Think Outside the Fox.
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