The one thing that actually got angry callers to calm down was talking about the weather first

I work in a call center for a cable company in Phoenix and after 4 years of trying every scripted de-escalation trick I finally realized if I just start the call by complaining about the heat with them for 30 seconds they go from screaming to normal in no time, has anyone else found a weird icebreaker that actually works better than the official training?

2 comments

2 Comments

hayden72026d ago

Complaining about the heat" reminds me of when I used to bond with grumpy neighbors over our shared hatred of HOA newsletters.

colemiller26d ago

Yeah, nothing brings people together like a shared enemy in an HOA.