I stopped arguing with angry customers and started agreeing with them, and my write-ups went from 4 a month to zero

Beth Sanchez · 2026-10-27T03:20:04.350588+00:00

Back at the call center in Phoenix I used to fight every complaint, explain the policy, win the point. Got pulled into my manager Deb's office 4 times in one month over it. Now I just say "yeah that's ridiculous, I'd be mad too" and then fix whatever I can, and people calm down in like 20 seconds. It feels fake sometimes but honestly my blood pressure thanks me. Anyone else feel weird doing this or is it just me?

Librear

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I stopped arguing with angry customers and started agreeing with them, and my write-ups went from 4 a month to zero | Customer Service Confessions - Librear