Monday, August 22, 2011

Kill Them All! With kindness. :)

Sometimes our customers are a tad irrational.

Me: Thank you for calling Computer Support. May I have your last name please?

Caller: I need you to reset my password. (She sounded very angry)

Me. Ok. Which password would you like me to reset?

Caller: My password to sign on to the computer. (A little exasperated)

Me: I would be happy to do that. What is your last name?

Caller: (Very angry now) WHY DO YOU KEEP ASKING FOR MY NAME!? Why can’t you people just reset the stupid password? You don’t need to make a damn ticket for every call. (Actually, we do)

Me: Ma’am. We have over 10,000 employees. I suppose I could, randomly, start resetting passwords. It would make a lot of people angry. I may even get lucky and reset yours. That could take me a long time though. It would be much faster if I actually knew the name of the person I had to reset the password for.

At this point she gave me her information. She was never polite.

Some people wake up in the morning and are pissed off because they are still sucking in air. I am extra polite to them. It makes them even angrier.

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