http://www.speakstrong.com/newsletter/2007/06/14/customer-service-confrontation/ By Meryl Runion and SpeakStrong, Inc. Thu, 20 Nov 2008 18:46:36 +0000 http://wordpress.org/?v=2.6.3 http://www.speakstrong.com/newsletter/2007/06/14/customer-service-confrontation/#comment-1300 merylrunion Mon, 18 Jun 2007 18:19:43 +0000 http://www.speakstrong.com/newsletter/2007/06/14/customer-service-confrontation/#comment-1300 Thanks, Robert. You gave me the word I was looking for. It felt like an impasse. While I often believe what looks like an impasse isn't if you have the right words, I also believe there's no point in beating your head against one. Thanks, Robert. You gave me the word I was looking for. It felt like an impasse. While I often believe what looks like an impasse isn’t if you have the right words, I also believe there’s no point in beating your head against one.

]]> http://www.speakstrong.com/newsletter/2007/06/14/customer-service-confrontation/#comment-1293 Robert Harris Fri, 15 Jun 2007 15:56:16 +0000 http://www.speakstrong.com/newsletter/2007/06/14/customer-service-confrontation/#comment-1293 I've worked in call centers for the man years and held several positions including a phone representative talking to customers. It is quite likely this particular individual was just having a bad day. That said there is no reason for any company's representative to be rude or discourteous. It seems you handled the situation very well. You were polite but firm and when you reached the point of impass you asked for someone else. In most situations people ask to speak to a supervisor and then "unload" on them. I always try to remember that I would not know the person at the other end of the line if I passed them on the street and they wouldn't know me. Under different circumstances they are probably very pleasant. I think your response was perfect. I’ve worked in call centers for the man years and held several positions including a phone representative talking to customers. It is quite likely this particular individual was just having a bad day. That said there is no reason for any company’s representative to be rude or discourteous. It seems you handled the situation very well. You were polite but firm and when you reached the point of impass you asked for someone else. In most situations people ask to speak to a supervisor and then “unload” on them. I always try to remember that I would not know the person at the other end of the line if I passed them on the street and they wouldn’t know me. Under different circumstances they are probably very pleasant. I think your response was perfect.

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