Do you have callers that try to pick a fight? Perhaps they start with one of these phrases.
- "You people"
- "Put me through to your Manager"
How do you respond to those phrases? If you react and get defensive, then you might need a new strategy. Try these steps.
Step 1: Identify it, own it. My name is Ann and it makes me defensive when the caller starts the call with 'you people'.
Step 2: Laugh at it. "You people", that's funny, what else would we be? Cats? Dogs? haha.
Step 3: Handle it. Treat the call the way you do the other 95% of your calls. Having a sense of humor takes the sting out of the phrase and allows you to be your usual awesome self.
Step 4: Note it. After the call, high five yourself for overcoming a hurdle.
You people....good grief, that is so funny!