Handling Difficult People

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Question:

The account holder was screaming at me that our institution was worthless. Finally, I found out that no one called them back as promised. It was very hard for me to get the person to believe how could we have handled this better?

Answer:

We are sorry you had to experience this situation. A basic that should be taught to staff when say you will call someone back do so! If you tell the person you will call them back tomorrow, call them even if you don’t have the answer. The fact they know no one has forgotten them will stop the interaction you experienced.
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Learn more about Barry Thompson and Arvin Clar’s webinar Handling Difficult People