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Customer service articles

Why Do Customers Stay Mad After You Fixed the Problem?

Service reps deal with lots of customers who are irritable, impatient, annoyed, and downright rude. It’s understood that behavior comes from frustration, worry, and the idea that the angry-squeaky wheel gets the grease. Here are the questions for this article: Why do customers stay that way even when they got what they wanted? Why don’t more [...]

Why Do Customers Stay Mad After You Fixed the Problem?2013-08-05T00:18:34-07:00

How and Why to Say “I Don’t Know”

Not long ago, I had a problem with a product purchased from a small company. When I called, the phone was answered by a very nice person who told me to call so-and-so in a few hours. Since I didn’t want to wait a few hours, I asked the nice person if she could help me: [...]

How and Why to Say “I Don’t Know”2011-11-10T16:39:10-07:00

Why Do Customers Do That!?

Many service reps, especially those in call centers, deal with customers who are irritable, impatient, annoyed, and downright rude almost all day long. We know that kind of attitude can come up when people are confused, frustrated, angry or disappointed. Here’s the question for this article: Why do so many customers call or come in with [...]

Why Do Customers Do That!?2013-08-05T00:20:29-07:00