SCInc.

In a past issue of supportEDGE we looked at some ways to handle an abusive customer call. But sometimes the customer is simply upset or angry, not abusive, and it would be a mistake to handle those two types of customer calls in the same way. A customer might be upset for a number of […]

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Every once in a while a customer will ask for something that you just can’t deliver. In many cases, the reason you can’t deliver the specific request is because it may be against company policy, or it’s a product you don’t support or sell; or maybe it violates a regulation or a law to comply […]

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Anyone who has spent any time at all in the customer-support industry has at one time or another encountered this category of difficult customer. This is the customer who calls and immediately bombards you with foul or abusive language. These are the worst kind of difficult customers precisely because they seem to go out of […]

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