Contact Center Strategies Archives - Shep Hyken | Customer Service Expert

Dealing with Angry Customers

There’s an old story about an airline passenger who walks into the baggage claim office and starts screaming and cursing at the airline employee. The employee, who is calm and collected, responds, “I am sorry about your lost luggage. At this point in time, there are only two people in the entire world who care about your luggage, and you’re starting to make one of them upset.” (more…)

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