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Chief
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Something that occurs to me is that a lot of people show up angry and frustrated because their first attempts to resolve something may have led them to that. If they called a customer service number they could have gotten an automated system that was useless. Or, even worse, someone at a call center who didn't care to offer much help. Sometimes a personal interaction starts off a little raucous because the other systems have left people frustrated.
It's just human frustration boiling over. We've all been there before. Maybe it had to do with their issue, maybe their issue was just the last straw for them. Either way, the fact that you were able to turn it around that quickly means you're very good at your job. Kudos to you!
Rising Star
What I don’t understand is why someone will express frustration to a retail worker. Have you know other way to expand your anger, rather than ruining the day of someone else? In any case, I try my best not to take it personal and put on that good old customer service smile.
Rising Star
People are usually okay at first instance but if they don't feel heard or the problem isn't resolved it's tricky for them to stay level headed because at this point everyone is against them.
Chief
I know that feeling. It’s amazing how much a conversation can shift when someone just takes the time to listen and help. Makes you wonder why some people start so heated instead of calm.