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I had this bad luck aura which was directing all upset customers to my receiver, so almost every day was as entertaining as eternity in hell. People, you should really stop saying this to your agents.It would have been nice if my managers could help me somehow but they were too much into numbers. If someone tells me that my job performance is awful, this is personal.One comment, even one word can make you want to leave everything behind and become a jolly shepherd in New Zealand.So, here are a couple of tips on how to survive a rough day.Sometimes a cheerful student looking for the cheapest offer. And sometimes it’s Sauron, bloodthirsty, wanting to eat you alive.One call from a rude customer can spoil your whole day and kill your job satisfaction.And I tell you: it’s a great shield against rudeness. It should make them feel that you understand what they’re going through and should calm them down a bit.
There is one thing though you can do to not let them rule your head: you need to understand who are the villains spoiling your days.However, there is a danger that once you start apologizing for something that is not company’s fault, it’s like admitting that you’re to be blamed.In such case, the best solution is to say: “I am very sorry that you feel this way” or “I am sorry you are not happy with our product”.A customer is a very difficult creature to deal with.Sometimes it’s a nice old lady, asking questions with an apologetic smile.
Another thing is that if you don’t find the solution for a rude customer, he or she is going to get back, probably even more upset. So, listen to the customer and think how you can help them.