There was a returns desk at one of the department stores. And one of the customer service agents had to staff the desk. And somebody came in they brought back their toaster, a thing that makes toast, right? They scream saying, this thing doesn't work and threw it at the wall over the customer service reps head. Boom, it shattered on the wall. And the customer service rep stopped for a minute and said, I'll tell you what; I'll go talk to the manager and get you a replacement unit while you figure out what to do for an encore! They used humor to defuse the situation. Of course, I don't know whether that would have worked in that case.
complaint/returns desk story from a service training video years ago: thrown slippers; "I'll go get you a new pair while you figure out what to do for an encore" - humor to diffuse conflict situation
See "Laugh," story #361...may be redudant, or a different angle |