Furthermore, this information could then be relayed to the Customer Service Representative. If there is someone who is REALLY frustrated they can be informed about the caller before they pick up. Being aware of a negative stimulus before it happens is a great way to reduce anxiety.
Tuesday, November 10, 2009
Anger Rating System
How many times have you been on a customer service phone call and you just want to scream into the phone but your civilized nature holds you back? A key way of reducing people's anger is to be genuinely interested in how they feel and asking them how frustrated they are. I believe customer service centers, especially ones that make me wait a long period of time, should asks callers how they feel before a phone call and after a phone call using the "touch tone pad". This will significantly decrease frustatration.
Furthermore, this information could then be relayed to the Customer Service Representative. If there is someone who is REALLY frustrated they can be informed about the caller before they pick up. Being aware of a negative stimulus before it happens is a great way to reduce anxiety.
Furthermore, this information could then be relayed to the Customer Service Representative. If there is someone who is REALLY frustrated they can be informed about the caller before they pick up. Being aware of a negative stimulus before it happens is a great way to reduce anxiety.
Subscribe to:
Post Comments (Atom)
Posts
I think this is a great idea sp. for health care where there is a lot of anxiety and anger
ReplyDelete