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Tip for onion-skinned officials: I was a trainor in a call center for a few years. When a customer is upset, they may not not necessarily be angry at you. They are frustrated about the situation. The first thing you do is to assure the customer that you understand (provided that
you actually do) and that you are there to help. That pacifies the irate customer, so you can talk to each other more coherently and clearly, and so you can get the cooperation of the customer as you probe into the situation, so you can offer appropriate solutions
You want your customer to cooperate with you by being calm and level-headed. As a public official, constituents are akin to being customers. Heck, they're even your boss. They hired you to do your job as public servants, you are paid with their taxes.
*they may not necessarily be angry at you
So:
- acknowledge emotions of customer
- provide reassurance of assistance
- ask questions, probe
- offer appropriate solutions, guide the customer
- when all is done, ask if there's anything else
- thank customer for reaching out and cooperating
BASIC
CUSTOMER SERVICE
- acknowledge emotions of customer
- provide reassurance of assistance
- ask questions, probe
- offer appropriate solutions, guide the customer
- when all is done, ask if there's anything else
- thank customer for reaching out and cooperating
BASIC
CUSTOMER SERVICE
