Quote:
Originally Posted by JeffreyC
Oh, and in case you were wondering - Jeffrey isn't my real name  |
This is the internet nobody uses their real name (and I can't say I blame you), I am quite amused that you could even work here.
Okay speaking from a personal standpoint then: I have been through quite a few positions in this company before I ended up as the "web chimp", and I can't deny I have had my own share of blow ups over people on the phone during that time, who in the service industry hasn't? You just have to get to the end of the phonecall as politely and positively as possible and then go for a break and try to get over it.
I do appreciate that there are a lot of factors to all of this, I don't know the procedures at your company, or the agency the contractor was working through, but I believe that there is usually a positive outcome that can be reached even in these sorts of situation.
One thing I will say (and this isn't company policy, merely a personal strategy) is that trying to tell someone that something is their fault puts them on the defensive, your best chance at getting a good result is to ignore that as much as possible and try to placate them regardless of the circumstances. Even if you can't get them what they want they are usually happy with the effort you've put in.