Comment by jonway

This is really brilliant.

Once thing I've noticed whe dealing with support cases in a variety of industry is, while there are different types of customer needs/comlaints (ex. a customer who is afraid of losing their warranty service via chicanery versus a customer who is dissatisfied with the results of the warranty service) customers sometimes really need to first feel like they are being heard.

Sometimes the emotional response of a person is literally "Can i speak to your manager?". It comes off rude, and it sure and shit is rude, but maybe they need to feel acknowledged, like maybe someone farther down the line was a jerk to them and they just feel blown off, or could just be a bad day. You sometimes do indeed need to perform emotional labor in order to achieve the best customer service.

I like this approach because it acknowledges the customer intrinsically and they feel like the maze has ended. The process has now become pro-active: There is light at the end of the tunnel.

This is not easy to bang out @work 9-5!