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The secret smile trick that saved a return nightmare
I work the customer service desk at a big box store in Phoenix. Last week this guy came in furious about a grill he bought 11 months ago, no receipt and all rusty. I remembered a trick from an old manager... just smile and nod while they vent, then ask a super specific question like "What brand of propane do you use?" It totally disarms people. Has anyone else tried something like that to calm down angry customers?
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lunawilson2d ago
Totally agree, that disarming question trick is gold. I used to work phones for a cable company and asking people what their favorite show was while they ranted did the same thing. It throws their brain off the script they had ready and suddenly they're a normal person again.
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evanb872d ago
Yeah, I used to think that kind of stuff was just a waste of time or too fake. But reading your story makes me see it different. That whole idea of breaking someone's train of thought makes a lot of sense, especially when they're already worked up. It's like you're giving them an off ramp from their own anger.
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