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Chapter 14. Emotional Leakage

Chapter 14. Emotional Leakage

“Emotional leakage” in simple terms is getting angry at Peter and taking it out on Paul. In customer service, it is important not to let an earlier negative experience affect your dealings with an innocent caller—somebody who was not even involved. It is not right, it is not fun, it is not fair, and, of course, it is very rude. But it happens all the time, and often when you’re not aware of it!

When something negative happens before that phone rings—you are alone in the office handling all the phones, the computer is down, your car ran out of gas this morning, or the last caller was angry and unreasonable—you need to remember that none of this is your current caller’s fault.


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