Whether it’s an out-of-stock product, a canceled event, or social media snafu, there are times when your business may see an influx of frustrated callers. While it is important to address their concerns head-on, you may not be able to answer each call as it’s received. Make sure you use best practices for dealing with angry customers, and that your voicemail greeting sets the appropriate tone. Avoid defensive language, validate their concerns, and keep them informed as to how you are handling the situation.
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About the AuthorLenny Zeltser develops products and programs that use security to achieve business results. He is the CISO at Axonius and Faculty Fellow at SANS Institute. Lenny has been leading efforts to establish resilient security practices and solve hard security problems for over two decades. A respected author and practitioner, he has been advancing tradecraft and contributing to the community. His insights build upon real-world experience, a Computer Science degree from the University of Pennsylvania, and an MBA degree from MIT Sloan.
And as the old adage reminds us, first impressions are everything. Step 2 Record a message using a friend who speaks in a deep, low, creepy voice and says "[your name] can't come to the phone.