So, we all have bad experiences with services we use from time to time, and often we are perfectly justified in being angry about those bad experiences. I’m not arguing with this. However, it is always in one’s best interest to try not to put the person to whom you are complaining on the defensive before you’ve had a chance to discuss the problem.
I manage some computer labs, and occasionally things go wrong and patrons are justifiably and understandably upset about it. This happened recently at my lab and the patron was given my home phone number. He called and left a message that began with him introducing himself and telling me that he was “really pissed that” and then stated the problem he was having with the labs at the time.
Now, this problem was the fault of my staff. They messed up. This guy is understandably upset. I don’t blame him. But by taking that tone with me before I ever actually get to talk to him about things, he makes me very unexcited to talk to him when I actually catch him at the number he left for me. What a difference it would have made if he’d said something more along the lines of: “I’m upset that this happened and would like to talk to you about it.” Just a simple change in wording makes the message no less clear, but much less challenging.
Tip for anyone about to call someone for customer service concerns: It’s in your best interest to be cordial to the people you talk to, at least until they have personally given you a reason not to be.
