Question

a customer calls in yelling at you because their bill is much higher than its been in the past. they are personally attacking you and threatening that you better make it right.

what would you do?
select the best and worst response

explain that they shouldnt be talking to you like this and you will figure out if its their fault or the providers fault.

empathize that you understand this is wrong and that you will make sure to fix any errors and explain what happened.

tell them you will check right away because it could be a mistake.

Explanation:

• For the first response: Telling the customer they shouldn't talk like that escalates the situation and focuses on blame, making it the worst response.
• For the second response: Empathizing, committing to fix errors, and explaining shows good customer service, so it's the best.
• For the third response: Saying to check right away is neutral as it addresses the issue but lacks empathy.

Answer:

• "Explain that they shouldn't be talking to you like this and you will figure out if it's their fault or the provider's fault." - Worst
• "Empathize that you understand this is wrong and that you will make sure to fix any errors and explain what happened." - Best
• "Tell them you will check right away because it could be a mistake." - Neutral