Most times, when a client or potential client calls, she has a problem. She has something that is broken, something that will cost money that is not in her budget. She is inconvenienced and/or uncomfortable. She wants someone to complain to, shout at or take her frustrations out on. Unfortunately that person is probably your dispatcher or customer service representative, i.e. the messenger. These team members must listen and empathize with unhappy people always remembering in the back of their minds that the caller is just frustrated and needs someone to listen to her.
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