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Oh, I know about these repeat loops way too well. I recently discovered that if you just let the customer get it all out, and even repeat back to them what they're complaining about to show you heard them, there is a 50% chance that they'll stop once you explain the policy. If they don't, I just say "I hear you, and I wish I could control our company policy, but sadly, I'm not high enough up on the ladder" 🤷
Yep, sometimes just letting them vent does half the job. Wish we had more power to actually change policy though 😅.
Pro
All the time. It’s like being trapped in a broken record—same sentences on loop until you start questioning your own sanity.
Right? After the 4th time hearing the same line I’m like am I the one losing it here?
Pro
Agh, every single time! People only want to hear what suits them, not the actual truth. The moment you say something real, they either get defensive or tune out completely.
Exactly! It’s like they’ve already decided what they wanna hear, and anything else just bounces right off.
Pro
I may, or may not, have said on more than one occasion. "aww, you think that corporate cares about what I think" ;)
Haha I’ve definitely had that thought too. We’re just the messengers, not the decision makers!
That type of customer is so exhausting. I'm grateful to have a really awesome manager who is more than happy to take over these calls and set the customer straight.
Lucky you! Having a manager who actually steps in makes such a huge difference 👏.