Listen to the call made by an angry customer to a Customer Care Call Centre for electrical household equipment.
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In the phone call that you just heard, the customer already started the conversation very angrily.


QUESTION 1
In your opinion, what made the customer get angrier?

POSSIBLE RESPONSE
Being interrupted; short answers with a defensive (‘made in Italy’ products, defends the quality of the product) or aggressive attitude (“So, what's the problem?”), negative phrases ‘no chance’: (“we can’t help with this”, “we cannot come to your home”);


QUESTION 2
What may have the customer’s feelings been in the various phases of the call?

POSSIBLE RESPONSE
The customer feels not listened to and not understood; beyond that, they do not feel supported/helped in solving their problem. Most likely they will feel not taken seriously (Company: “never heard of it... it seems strange...”) or accused (malfunction of the vacuum, because the customer may not have read the instructions);


QUESTION 3
If you were the call centre employee, what would you have done differently so not to increase anger, but to reduce it?

POSSIBLE RESPONSE
As for handling the call differently, see the next page, where we offer examples of possible sentences.