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How can you ****-OFF a Customer ?

By just_chilin ·
How can you possibly ****-off an arrogant customer (tech support) without being fired?

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But how does it end?

by Oz_Media In reply to Once upon a time.

Once upon a time.

And yet no, 'they lived happily ever after!'

I snuggled up with milk and cookies for THAT??!?

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Dale Carnegie can help.

by zentross In reply to How can you ****-OFF a Cu ...

Step 1) Take a look at http://www.westegg.com/unmaintained/carnegie/carnegie.html

Step 2)
Read the first book mentioned.

Step 3)
Keep a friendly tone talk to the customer while asking questions.

Step 4)
When the questions prompt the customer to see the problem that s/he caused, you win twice. In effect, you solved the problem AND they will also be annoyed at wasting time with phone support.

Hope that helps.

The general idea is that we are here to help. If you don't like people, you won't go far -- PERIOD.
There are also, unfortunately, those who must stay in control and want to know every detail to the point of paralyzing the problem solving process or those who do not wish to pay their bills.

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Excellent courses

by Oz_Media In reply to Dale Carnegie can help.

I took both, the public speaking and sales courses. I then worked for the Dale Carnegie institute part time as a guest speaker and motivational speaker in the two courses.

Being only 17 at the time, it was an incredible learning experience for a young and driven sales rep. Tools and techniques I learned have stayed with me to this day and aided in my successes inexplicably.

But I think my patience with clients came when I had a car accident and pretty much was virtually reborn when I came to, some weeks later. What people said or thought no longer mattered, as many say, 'life's too short', this has a VERY strong meaning with me and such a phrase is just too simple, while still being true.

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I know EXACTLY what you mean

by zentross In reply to Excellent courses

I had to go through chemo from mid '97 to early '98 and was hospitalized from a car accident at the end of '02 for a month. It does tend to change one's outlook on life to realize that *nothing* lasts forever.

But the thing that really drove home the need to make life a little easier for others, was seeing some of the others who had it worse for whatever reason during those hospital stays and knowing that their life was going to change much more drastically from the resulting physical limitations.

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I don't really remember much of anythign myself

by Oz_Media In reply to I know EXACTLY what you m ...

I was in a coma for a little over 6 weeks, so I don't have any cncious recollections to guide me. But whenI finally did awake, and after being reminded my brother wasn't Santa and I hadn't been hanging out at the North Pole after klling a freind (who I had safely dropped off at home 1/2 hr before the accisdent) things wer just different.

Thant sense of urgency to 'make it' was gone, and instead I was amazed at just how real and fresh everything looked. I don't remember a white tunnel, relatives and all that but SOMETHING happened while unconcious that gave me a drifferent lease on life.

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I feel you bro

by rapell In reply to I don't really remember m ...

I haven't been in a coma before neither in a car accident, but recently, when a mini-bus crashed and killed all but two pple in it, I have seen life from a different angle. One of the survivors was a baby girl, the other, my fianc?e who escaped unscathed, she was thrown out the window before the 120mph car flew off the road into a valley....you can guess how I felt when she was first proclaimed dead, then found comatose in a bush. Life is really too short to spend on looking for ways to hurt pple. Love them, need them, HELP THEM, whether socially, or proffessionally

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Glad to hear

by Oz_Media In reply to I feel you bro

That she came out of it so luckily, sometimes these things are really good for us actually, they allow us to look at life with a new perspective, which is always refreshing.

I was also in a 4X4 (as a passenger) when the driver locked the front end up and it pulled us off a 150' cliff. I walked away from that one and went back to our campsite to inform other friends while he was taken to hospital with only a broken wrist, luckily the Army was out for maneuvers and saw us drive off the edge). I had a 10 Gal gas can between my knees and the spare battery in the back flew and hit my door sill hard enough that it bent the door sill out and then landed in the bed of the truck with enough force to put it right through the truckbed and into the ground beneath us. Missed my head by inches because I was thrown forward on impact. PHEW!

A bit of an eye opener to say the least, but two years later I had the other accident and it had a much greater impact on my outlookon life, SOMETHING happened when I was out, whether just a flashback of life or something, but SOMETHING changed my attitude permanently from that day on.

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Amen

by rapell In reply to Glad to hear

God bless you. You have sadly had more than your fair share of accidents. I can now see more clearly where you're coming from. I think people should put other people first then their jobs and money after. If life depended on battles of wit and feelings only, then it wouldnt be worth it. But we all know life is about people, other people especially. you never wake up and think that, perhaps today I should give me a phone call, no, you want to call dad, mom, your best friend.....your client to see how things are going since the last maintenance...

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Dale Carnegie can help.

by zentross In reply to How can you ****-OFF a Cu ...

Step 1) Take a look at http://www.westegg.com/unmaintained/carnegie/carnegie.html

Step 2)
Read the first book mentioned.

Step 3)
Keep a friendly tone talk to the customer while asking questions.

Step 4)
When the questions prompt the customer to see the problem that s/he caused, you win twice. In effect, you solved the problem AND they will also be annoyed at wasting time with phone support.

Hope that helps.

The general idea is that we are here to help. If you don't like people, you won't go far -- PERIOD.
There are also, unfortunately, those who must stay in control and want to know every detail to the point of paralyzing the problem solving process or those who do not wish to pay their bills.

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you cannot

by Absolutely In reply to How can you ****-OFF a Cu ...

you should always be fired if the customer is not happy. Even if the customer was talking to a different agent, you should be fired as well.

j/k, I just don't understand the question. If the customer is already arrogant, what is the challenge in pissing it off? Isn't it already pissed off, or ready to **** off on short notice? On the other hand, you've implied that you're actually TRYING to **** me off, so am I actually ARROGANT, or is there a chance that it is you who is arrogant?

Maybe if you sound too relaxed, like you're not taking the call seriously...

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