Imagine you have just pissed your customer off.
Which scenario would scare you more –
a) The customer screaming their guts off
b) The customer replying with ice cold tones expecting you to think on your feet and solve the problem
Now, maybe you should try what scares you when you are upset, and want things done?
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Notes:
a) I was a proponent of getting wildly upset and screaming at people i.e. option a). Of late, I have been experimenting with the other approach and it seems to give better results. It seems to reinforce ‘Your power is directly proportional to your ability to relax’
b) For readers based in the US, bad customer service is a rare phenomenon. But, Asian and European based readers can possibly relate. It is very likely you’ve had an annoying experience in your last few shopping sessions.
A Learning a Day 