Turning a foe into a friend
May 10, 2011
One of my favorite phone calls is, unfortunately, a common theme. I answer the phone to hear, “Yeh, you took money from my account, who are you, I never authorized any charges from you people.” After explaining the person bounced a check and we re-deposited it, electronically, the caller then says, “Well who was the check written to?” Now, not knowing anything about this person, I simply ask, “What is your name, and what state are you calling from?” Once given this information, I am able to search which client this check was written to and give the information to the caller, who at this point, has finally relaxed and is more at ease. I often receive calls where the person is irate and not pleasant but I find that the calmer I am, the less tension there becomes in the caller’s tone and eventually ends with a relaxed conversation and maybe even a laugh. Or, I end up hearing the person’s life sob story; if we can bring a smile to someone’s face or even be an outlet for them to vent their life’s obstacles, we’ve helped this person have a better day.
- Stephanie Siclari
