113. Works Like A Charm
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Worked for 4 years for Verizon at an inbound call center. This was my go-to move with angry customers. Just sit there quietly typing up my notes and let them blow themselves out of steam.
When they ask are you there, yes, sir/maam, just listening to what you are saying and noting your account of the situation.
They are usually (usually) much calmer after getting to vent for a few minutes.
