23
The one trick that stops customers from yelling at you
I worked the front desk at a hotel near the airport for three years. I figured out that if you repeat their complaint back to them word for word before you say anything else, it calms them down 9 times out of 10. For example, if they say 'the AC is rattling like crazy,' you look them in the eye and say 'so the AC is rattling like crazy, got it.' Then they know you actually heard them. Has anyone else found a simple phrase that de-escalates things quick?
2 comments