When you pick up a call all cheerful like, “Hi, how can I help you today?” and the first thing they say is, “Oh I don’t think you can help me, you’re the 4th person I’ve spoken to today.”

Like now I’ve gotta win them over before I can even fix the issue.

You feel their frustration, but it also makes your job that much harder right from the start!

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I used to capital "H," Hate these calls when I first joined the customer service industry, but over time, I just got used to them and have learned to keep it light. I usually just say, "well, entertain me and let's see if I can be the one to brighten your day." I don't even try to win them over anymore.

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I feel this! Some calls you just can’t win, so keeping it light is really the best way to handle it.

The joys of these types of interactions is wowing the the customer. Showing them after 4 people if I’m able to do it it will get done.

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For sure I love being the person to turn the customers interaction positive

I usually try to calm them down by saying I'll try to fix the issue and make myself the last person they have to talk to. That sometimes works. The calls that crack me up are the ones where the person somehow thinks I know everything he's told everyone else. It's all a lesson in patience.

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Yes! Making yourself the last stop can really calm things down. And oh man, those “you should already know everything” calls test patience for sure.

I have been the person on both sides of this phone call, and the pain is real either way. It's amazing what a difference it can make to just acknowledge their frustration and promise that you will do the best within your ability to help them.

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So true, sometimes just acknowledging how frustrated they are makes all the difference. It’s amazing how far a little empathy goes.

Exactly—those calls feel like uphill battles from the first second, but when you do win them over it’s twice as rewarding.

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Yes, exactly! It feels like such a battle at first, but turning it around is one of the best feelings.

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