germanflores’s posterous

Scenario:
Your customer calls and notes that he has been trying to log on to your website and they can't log-in, the password changer doesn't work, and why is he being asked to change his password in the first place. All this in a confrontational, angry tone.

The Call:
Have the facts on-hand, don't make any assumptions, be ready to:
- Introduce your self (full name)
- Apologize for the inconvenience that has been caused
- Thank him or her for calling and sharing their experience
- Listen. You'll be tempted to talk after a few words from the customer, don't. Continue to listen
- Correct the issue or promise to correct it and follow-up

Your results may vary but this usually yields good results.