Difficult people and customer service

I really am tired of people being just plain nasty. Difficult people can ruin an otherwise great day. My patience was tried once again when trying to communicate to “web support” at US Airways. I simply asked if she were the customer, would her answer be satisfactory? Sarcastically she said, “No, but that’s the way it is.” Not too bad, until she completed her thought out loud with, “You’ll have to do it my way.” Yikes, I almost came through the phone. When will businesses realize that clients and customers vote with their feet?

Do you wee anything in the future wave of customer service training that may help? What do you do when someone really angers you? Marsha

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