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Learn One Thing from Mary Gillen: Customer service communication tip for the front lines

Learn One Thing from Mary Gillen: Customer service communication tip for the front linesWay back in the cave days when I was young and foolish (now I'm just middle-aged and foolish) I worked for a large corporation. My job was to handle customer inquiries via the phone. Irate customer inquiries. It had to do with insurance and unpaid claims and the blinking red lights on your phone meant a buncha angry people were lined up, just waiting for their turn to yell at you.

I learned a trick that got every single furious person on the other end of the line to calm down.

I talked very softly.

Try it. It works. The madder-n-holy-hades person has to stop yelling 'cause he or she can't hear a word you are saying because THEY are too loud.

Quiet can be powerful.

NEW IDEAS FAST: Get 60 Lead Generation Ideas in 60 Minutes

June 24, 2009 in Customer Service |

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