"I just wanted you to know that one of my staff was talking to me about an extremely angry, difficult customer she dealt with. She was starting to get into a ‘no win’ situation when she thought she would give your method a go starting with a deep breath. She was absolutely delighted with the result. She said the customer completely turned around from threatening court action to apologising for being a nuisance and no, it really wasn’t necessary to get anyone to call him back"
Contact Centre Manager - Orion Energy