Note to every employee of every company I deal with:
My anger is not personal. If I am pissed off, there's usually a good reason, and often that reason relates to a product or service you've sold me.
I may be lying to you, for one reason or another. I may misrepresent your company's promises to me. I may let other factors get the better of me and behave badly.
For these things, I apologize.
Now, let's talk about how you behave...
I don't care what your company policy is, unless you indicate you've heard what my problem is.
I don't care whose fault it is, but I'm willing to listen if you show you're listening to me.
I don't care why you can't help me. I want to know who can help me.
I'm assuming you're working from a script and will try to thwart me. I hope you prove me wrong.
I do care about your company, or I wouldn't be bringing this problem to your attention.
Seth Godin has some good tips for employees. It's not rocket science. It's manners and being human.
Update: John Andrews has a great response on his blog, suggesting I haven't even begun to act like an angry customer. He says I'm just a miffed customer...
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