Message #71865

[colint]

Sometimes it's just enough to listen.  Quite often, before ringing, they've "rehearsed" (or at least planned) the points they're going to make, and so it's worth waiting until they've finished: blown the wind out of their sales, so to speak.

Then come in with a chirpy apology, and something along the lines of "let's see if we can get this sorted out for you" etc - or even "I'm sorry that's been your experience, but I'm here to help you".

My thinking on this is they've got to tell SOMEONE and I'd rather it was me than their spreading bad word about the company!

You know, this is almost role reversal.  Usually MEN are task orientated and WOMEN emotions orientated.  The times I've told mates to shut up when their girlfriend is upset about something: "She doesn't want a solution [alien to a man!] - she wants to tell you how she feels about the problem!"