How do uyou deal with a abrupt customer call?

Answer 1

I am a tech support agent for a major cellphone service provider. Most of the time, when customers reach me they are already upset because their phone doesn't work, they've been on the line for at least 45mins. talking to customer care agents who must attempt to help them before transferring to me, and they are generally not very happy. I try to be overly calm and absolutely confident-if the cust. senses that you're not too sure of yourself, they'll eat you alive. Any generally sane person can tell you're trying everything in your power to help them-I genuinely want their phone to work as bad as they do! Using a calm friendly manner usually does the trick for me. This can, on occasion, backfire, however. Sometimes a cust. may be infuriated by your seeming lack of urgency, but just assure them, I am here to help you. This is what I'm paid for, and I'm going to do my job, sir/madam, and my job is helping you with whatever your concerns are!