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April 6, 2012
I spent the majority of my high school and college years as a Market Research Interviewer ? i.e., telephone survey girl. And now my husband is a Customer Relations Specialist in his company?s Retention Department ? meaning his job is to call up customers who?ve canceled, find out why, and (if possible) try to get them to change their minds. Let?s just say we both have plenty of experience dealing with angry people.
And when you?ve done it enough, you do more than just build up a thick skin ? you also learn a few strategies that help bring a hostile person down to earth. Whether you?re faced with an upset client, a co-worker meltdown, or one of those bosses who communicates solely by yelling, keeping these pointers in mind can help de-escalate even the most volatile of situations. . .
Via www.businessinsider.com
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