I had a customer come into one of our departments waited in line the agent at the counter called for help I stepped in to help. The customer was very aggressive and knew he was problematic. I explained to the customer we couldn’t help him if he couldn’t answer the necessary questions we had. I informed the customer to return home to retrieve all of the necessary information then and only then would we be able to help him. He did it and the transaction was successful!

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That's a good reminder that things actually can work if customers would only follow directions. I seem to have had a lot of customers lately telling me "you don't need that" when I ask for some essential bit of information. I understand people being wary of giving out information, but we can't deliver something if we don't know where it's going. I mean, come on.

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Exactly! If I’m asking for a piece of information I need it. I’m not asking to be nosy I’m asking to help you

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Always appreciate a happy ending! A lot of customers come in chomping at the bit to be an issue, and then it’s that much harder to help.

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Right we just need to get straight to the point so we can resolve the issue

Nice work—setting boundaries but still guiding him to a solution. That’s exactly how you turn a tough interaction into a win.

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Thank you! My agent said I was the best person to handle that situation nobody else would’ve handled it like me

It’s good you were able to step in and save your employee. Sometimes talking to another person is all a customer needs.

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The customer was talking in circles. We had to free up the agent to help other people stepping in I made the customer get straight to the point because talking in circles was a waste of everyone’s time

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