I’ve been with the same company in CS and retail a total of 4 1/2 years now. One thing that has rang true since early in my job: often the people that are yelling have things going on in their lives besides the company you work for.
Today a customer reinforced that theory for me once again.
Me: me
Cust: Male probably mid 60s+
Me: Thanks for calling, this is u/majahzi. Can I have your name please?
Cust: I ordered a phone for pickup in a store. My wife texted me the receipt email and it says that I didn’t pay anything.
Me: makes sense for you to call about that. Unfortunately since it is for a store pickup, the receipt will not generate for me to see since it has to be completed first. Fortunately, you will get a complete and accurate paper receipt when you go to the store. I am seeing that any money spent today went properly to what you bought, I just can’t see the email since it is private to you.
Cust: well then you are useless! What do they even pay you for? I am driving to another city for my sick wife to get a phone!
Me: sir, I understand that you arent happy about this but-
Cust: NO! SHE CANT EVEN GET OUT OF BED! AND NOW I DONT KNOW IF THIS PHONE IS GOING TO BE READY!!
The yelling continues for a few minutes until..
Me: Your wife… I am so sorry. My grandfather was sick before he passed. That must be stressful. Ok top of everything that is going on in the world, a sick spouse will not help that.
Cust:….. Thank you.
From there, I helped him with his account in other ways and told him that the phone will be prepared for him soon at the store. He ended up being a nice guy all because I acknowledged the underlying anger and calmed him down.
submitted by /u/Majahzi
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