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So I got briefed from the agent transferring to me that there was a big mess for this customer and she was understandably really annoyed about the situation.
As soon as she got transferred, my sleeping dog started howling in his sleep. It sounds like awoooo awoooo on repeat but it’s not overly loud.
Me: Hello I’m blah blah from blah blah sales, my coworker just explained and I’m so sorry about what’s gone on, sounds like a proper nightmare for you. Also sorry if you hear anything weird in the background, my dogs howling in his sleep atm
Customer had laughed and said she’s got a dog that does the same. We had a little chuckle about what they must be dreaming about.
She was still really frustrated with the situation, and nearly escalated a couple times but thankfully was relatively happy in the end. Kinda surprised she didn’t escalate because there was almost no compensation I could even offer, so just had to try and build as much rapport as possible, which was extra tricky since she was in a rush.
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