The last word.

Why is it that people that are mad always call and talk to people that have nothing to do with the situation or the reason they are mad in the first place. And once they are on the phone blame the person that they are speaking with about their issues.

It seems like a regular occurance here in my job. Someone is mad about their ads, that we charged a late fee, or even that we are billing them at all, and they cannot afford it. Nevermind that they were the ones that signed up for and approved what they got.

So..., An average call that comes in when a customer is concerned it always starts out them wanting to know the balance or something normal on the account. Then once they are advised of the balance is when the whole can has been opened and the flood of "You people did.." begins. Blaming the person on the phone cause of the mistake in what they are paying for. And a majority of the time it is exactly what they had agreed to or signed up for. And the conversation always goes the path that we are all wrong, we have done nothing right, and they are the correct one, and we should give them 100% credit toward their billing....

Why is it that people forget the contracts they sign, or they think the business they are dealing with loose the documentation for the agreement that was made. It would be like someone calling the business they have their car loan on, and because the car does not get better gas mileage than they were told it would, to take off on the charges.

And do people not realize that the person they get on the phones or speak with in person are not directly related to the issue most of the time. So, what good does it do to scream and yell and make an idoit of yourself to someone that had nothing to do with the whole reason why you are mad in the first place. For the most part the person you are speaking with can likely solve the problem or resolve the issue, and is less likely to want to assist a screaming person.

The old saying applies here. You can be more attractive with Honey than with Vinegar. And most people are more willing to do more for a person that is pleasant on the other end than a hateful person.