I can calm most upset customers now, walk them back from the edge and fix what's wrong. But the truly nasty ones, the ones who go personal, still find their way under my skin. One called me worthless this morning and hours later I could still hear it, long after the call ended.
More people experience this than they realize.
You can calm most upset customers, but the abusive ones still get under your skin and stay.
If this sounds familiar, the Library can help you find the bigger picture.