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 the Director of Customer Experience at FCR, the premiere provider of outsourced call center and business process solutions. He has more than 17 years of experience as a customer service and experience professional. He is co-founder of the Customer Service Life blog and a regular contributor. Jeremy has been recognized many times for his thought leadership. Follow him on Twitter and LinkedIn for more awesome customer service and experience insights.


  • 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.

Leave a Reply

Your email address will not be published. Required fields are marked *