Archive: 2022

What are customer service representatives across the U.S. and Canada experiencing when it comes to their customers’ attitudes?  It runs the gamut from kind to irate and everything in between. Not knowing what type of personality will be on the other end of the line can raise anyone’s stress level.  Our best strategy is to be prepared and to use our words and voice to calm and de-escalate difficult people.

During the Tooty Training ® program, Difficult Customers, I ask customer service representatives 2 important questions.

• How often do your unhappy customers use profanity?
• Are you more intimidated by harsh words or tone of voice?

The answers have been the same over the past 4 years.  Customers

 Lori Miller- President of Tooty Inc.

Call #1– If an existing customer wants to rent a small dumpster for a clean out, what needs to be assessed and addressed?

 Manager question: Our customer called asking for a 1/2yd dumpster. Said he currently has can services and previously had a container. He was interested in a container for short term use for a clean out. CSR assessed items he would have to dispose of and advised him we offer 1yd, 1.5yd, and 2yd containers. He said he would like to have a 1yd container. She reviewed with him the 90-day time frame, rental rates,