Working in customer service or a call center is no walk in the park. Especially when you’re on the receiving end of customer complaints. If you’re lucky, you’ll deal with a calm and polite caller and you’ll be able to assist, say goodbye, and move on. But that’s not always the case. A recent survey revealed that 60% of customers have hung up on a customer service/support agent, and 34% of customers admit to yelling at a customer service agent.
One person shared how they had to grin and bear it while an angry, entitled Karen went off on them for forty minutes straight. But there was an unexpected plot twist after the call—the rude caller turned out to be a colleague attempting to carry out a serious data breach. And they weren’t quite prepared for the repercussions of their rant. Bored Panda reached out to customer service expert Shep Hyken for his advice on dealing with angry Karens. Hyken is an award-winning keynote speaker and best-selling author.
