Unfiltered Story #312423

Years ago I worked for a ERP software company. ERP software is the software businesses use to manage their accounting, sales, manufacturing, etc. The software is big and complex so customers often would get frustrated and then call in to vent that frustration.

After working there for a while I was promoted to customer service manager. I’m not one that will take abuse and I didn’t expect my staff to take it either. Shortly after I was promoted I let all my people know what to do with a “difficult” customer. If the call was getting out of control and they didn’t feel they could pacify the customer they were to wait until they were talking to the customer and disconnect the call mid word. If the customer immediately called back they were to be busy on another call, even if that wasn’t true. This gave both sides time to cool down.

If I disconnect while the customer is talking I hung up on the customer. If I disconnect while I’m talking it must be something with the phone system. ;)