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Chapter 26. Irate Callers > Get off on the right foot

Get off on the right foot

Realize that an angry customer is not unhappy with you, but with the situation. Do not take the hostility personally. You are the lighting rod, not the target.

You can do a great deal to diffuse a caller’s anger before you even pick up the phone. How? By smiling before you answer that call. A smile really can be heard in your voice over the phone. Your caller will find it more difficult to be rude to someone who is warm and friendly.


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