Timeline for How to handle incompetent/aggressive customers incapable of describing a problem?
Current License: CC BY-SA 3.0
14 events
| when toggle format | what | by | license | comment | |
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| Jun 28, 2018 at 21:35 | comment | added | HLGEM | One thing that I would add is that elderly customers who are not making sense and who get angry out of proportion to the situation may have dementia. The OP should probably do some reading on handling people with dementia. | |
| Mar 8, 2018 at 17:58 | comment | added | Crosscounter | Great answer although it may be impractical to deploy this level of service on all interactions. But it is still good to keep in mind: metrics show the average, but customers experience the extremes - both good and bad. | |
| Feb 27, 2018 at 19:00 | history | bounty ended | Amani Kilumanga | ||
| Feb 26, 2018 at 13:01 | comment | added | Todd Wilcox | @AndreaLazzarotto You might be underestimating how much of the story you are going to tell me when you get to the head of the line is irrelevant to your tech issue. Users don’t know what relevant and what’s not, which is why they tell the long irrelevant stories and why they have the tech issues they have. It’s entirely possible that you don’t even know how relevant the story of the person ahead of you is. If a person in front of you gets so irate that security has to escort them from the building, I expect that will make you feel a lot less optimistic than if you have to wait a while. | |
| Feb 26, 2018 at 12:13 | comment | added | Andrea Lazzarotto | @ToddWilcox if you let the customer in front of me spend 20 minutes telling the story of their life which is totally irrelevant to their tech issue, you are not treating me with respect. | |
| Feb 26, 2018 at 5:22 | comment | added | Todd Wilcox | @AndreaLazzarotto There are always other customers in line. Treating them all with care and respect is good customer service, good business, and good-hearted. | |
| Feb 26, 2018 at 4:56 | comment | added | Dancrumb | @AndreaLazzarotto: true, but trying to prevent someone from doing something that they are determined to do will generally take longer than just letting them do it. | |
| Feb 25, 2018 at 13:59 | comment | added | Andrea Lazzarotto | “Let them tell their whole story” I think OP mentioned there are other customers in line. | |
| Feb 23, 2018 at 19:56 | history | edited | Todd Wilcox | CC BY-SA 3.0 |
added 6500 characters in body
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| S Feb 22, 2018 at 16:33 | history | mod moved comments to chat | |||
| S Feb 22, 2018 at 16:33 | comment | added | Monica Cellio | Comments are not for extended discussion; this conversation has been moved to chat. | |
| Feb 22, 2018 at 16:21 | review | Suggested edits | |||
| Feb 22, 2018 at 16:39 | |||||
| Feb 21, 2018 at 8:40 | review | Suggested edits | |||
| Feb 21, 2018 at 9:05 | |||||
| Feb 20, 2018 at 18:50 | history | answered | Todd Wilcox | CC BY-SA 3.0 |