I have sympathy for customer service representatives — really, I do. I know that customers can be ignorant, demanding and ill-mannered. On the other hand, CSRs should be trained to deal with bad-tempered customers. Also, CSRs should be trained to avoid provoking pleasant and agreeable customers to the edge of meltdown — or beyond. If your ears are burning, Elizabeth at Anthem Blue Cross, yes, I’m talking about you. Here’s the thing. Elizabeth is probably quite nice. However, she drove one customer’s blood pressure into the red zone.
To the Fry's, Fishers, IN, store manager, do not waive the receipt in the face of a customer and say we will not take this back, period. BTW- you lost a good customer forever. Don't forget one mad customer will tell a lot of people about you, such as this and the article example, and in the end you the seller or service provider are the losers.
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Things Not to Say to an Irate Customer, or Anthem's Epic Fail
Posted by: Mick Brady December 4, 2014 05:00 AMI have sympathy for customer service representatives — really, I do. I know that customers can be ignorant, demanding and ill-mannered. On the other hand, CSRs should be trained to deal with bad-tempered customers. Also, CSRs should be trained to avoid provoking pleasant and agreeable customers to the edge of meltdown — or beyond. If your ears are burning, Elizabeth at Anthem Blue Cross, yes, I’m talking about you. Here’s the thing. Elizabeth is probably quite nice. However, she drove one customer’s blood pressure into the red zone.