Breaking the Ice Episode #27: Upset Customers & Things Forgotten

Thanks for checking out episode #27! We hope you’re having a wonderful Wednesday. In this episode, we lament the things we’ve forgotten and work hard not to let it ruin our day. We then segue into our recipes for working with upset customers. It’s not easy work, but with practice, you can definitely become an expert in de-escalating customers — and in some cases you’ll create customers for life. Here are the questions for this episode:

Icebreaker Question: What’s one thing you’ve forgotten and you tried not to let it ruin your day?

Customer Service Question: You have an upset customer on the phone. What’s your go to method for turning them around?

We’d love to hear your answers to these questions. Leave us a comment below!

Jeremy Watkin is a Product Marketing Manager at 8x8. He has more than 19 years of experience as a customer service professional leading high performing teams in the contact center. Jeremy has been recognized numerous times as a thought leader for his writing and speaking on a variety of topics including quality management, outsourcing, customer experience, contact center technology, and more. When not working you can typically find him spending quality time with his wife Alicia and their three boys, running with his dog, or dreaming of native trout rising for a size 16 elk hair caddis. Be sure to connect with him on Twitter and LinkedIn.


  • In addition to listening, I think restating the exact problem after you have listened can reassure the customer you heard everything correctly. Chances are they have not had someone listen to them yet so this can confirm you took the time to document the issue . You have to be careful here to not miss anything though as this can also trigger additional anger if you miss something.

    • Klayton, you are SO on to something huge here. By you restating the exact problem, you’re establishing a baseline of trust in the fact that you did listen to their problem and understand it. Because as you said, you must be careful to not miss anything. It sounds like you’re great at what you do in customer service! Thank you for watching our episode and for sharing your comments.

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