General Discussion

I've been in CS for 13 (egad) years. I work at home now, but when I worked in the building I was constantly gladdened and surprised by the different types of people they hired - from tattooed rebels to transgender, unassuming elderly librarians, diva girls, people in wheelchairs, elderly with walkers, fresh high-school meat, nearly blind people... The only common thread was a sense of decency on the phone, and often an extremely pleasant voice which might be natural or put-on just for work.

Oh, and tips. They're never mad at you, they're mad at the corporation you work for. Don't ever take anything they say personally.

When they get loud and angry, let them wear themselves out and talk and say everything they want. And listen to them. If you can find a way to help that nobody else will due to not listening to a rant, you can often make a customer connection that they will appreciate despite their anger. Always assume you're being recorded, and the auditors need to hear why a customer is mad.

If someone won't stop yelling and interrupting, give them the NPR radio treatment: They're loud and angry, you go mellow, soft, gentle in opposition like you're talking about warm hot chocolate soothingly to a sleeping infant. If they interrupt, let them go and then wait for them to pause before you continue your soft...gentle...sentence. Concentrating on doing this will give you a way to redirect any impulse you have to over-talk the customer.