Depending upon the nature of your call center model, approximately 5% - 10% of inbound calls will be from highly irate citizens.
How should your agent handle the call? Here's Hot Tip #1:
Ask the citizen what it will take to meet their needs or to satisfy them. Or ask them if they will be satisfied if you do the specific thing for them that is related to their problem. Sometimes they only want to let you know something happened; they don’t necessarily want anything from you.
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