From the course: IT Service Desk: Customer Service Fundamentals

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Customer behavior profiles: Combative

Customer behavior profiles: Combative

From the course: IT Service Desk: Customer Service Fundamentals

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Customer behavior profiles: Combative

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- Now let's look at the combative customer. These customers want to argue or blame someone, or sometimes they are just downright angry. They're passionate, intense, and they want to let us know. So let's listen to an example. - Thank for you calling the service desk. This is Anice. May I have your last name and customer number? - Yes, it's Brown, number 7890. - Thank you, how can I assist you today? - Well, you could start by explaining to me what is going on with your system, and why I had to wait on hold for so long. - I apologize for the wait, sir. How can I assist you? - You guys always make changes during the busiest time of the season which totally messes with my numbers. Why has that happened? - Let's look to see what changes were made in the system. That will help me better determine what's going on. - You don't need to look into your system. I am telling you there was an update last night and now I can't access the system. - Let me look to see what changes were made and if…

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