Anyone whos ever manned a support queue knows that one angry customer can ruin your whole day. Youre busy tackling cases when a scathing email suddenly knocks the wind out of you. Even if youre a seasoned support agent, its hard to not take it personally.
Responding to angry customers is one of the hardest parts of the job, but also one of the most important. Unhappy customers tend to be more blunt and open with their feedback, and engaging with them productively can go a long way.
So how do you do it?
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