Hot take: asking the angry customer to repeat their problem back to me fixed more calls than any script

Tyler Mason · 2026-10-19T02:40:02.986628+00:00

I got tired of getting yelled at over a $12 shipping fee back in March, so I started saying "just so I have it right, can you walk me through what happened?" and half of them calmed down once they heard themselves say it out loud. My supervisor says it's a waste of time but my callbacks dropped way down, what do you all do when someone starts hot?

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Hot take: asking the angry customer to repeat their problem back to me fixed more calls than any script | Customer Service Confessions - Librear