Ah, sorry for the misunderstandingLOL I guess that was a bit unclear.The situation in your last question happens more than I’d personally like, so in every case I try to empathize with the customer. It’s much easier to interact with an angry customer if I can understand why they’re angry. Then I see what I can do to make the situation a little bit better for them, and for the supervisor when they supervisor does call back (which is the process). I thank the customer for their patience, send an email to a supervisor, and work with the customer where I can. Usually the customer hangs up a little bit happier than when I picked up the phone.Hey Constie! I heard through the grapevine you'd made a reappearance. I don't question so much why you'd return as others because I think I can empathize there. I've been in a similar situation with a guild on World of Warcraft. They didn't let me return, but I get why. Despite the fact that the maxim being forgive and forget, I don't always believe it's the one ring to fit all fingers. It's not always healthy for everyone. I'd be a hypocrite to decry it when I don't do it myself.
What I tend to do is shut off. I don't care one way or the other. I become neutral. In your case, I believe that's what's happened to me after 3 years. I was upset but unsurprised by what occurred after you left. I concur with HEM there.
So you've mentioned you've grown since last time and I can believe it. As a fellow call center/customer service rep I know the kind of training you may have received. I've dealt with the good and bad end of that though.
So I'm at neutral and curious. What will you do? Will you enjoy what might be a tough uphill climb? Will you deal with it smartly and with empathy?
You've answered the phone, and the customer is upset. How will you deescalate when there is no sup to hand the call off to?
it’s a challenge, for sure, but it’s a challenge that is worth it if the customer comes out of the situation happy.
I mean the situation I outlined is occurring right now. I want to see what you actually do. Not what you say you would do.