Dewey
Distinguished Member
- Joined
- Jul 19, 2007
- Messages
- 3,469
- Reaction score
- 48
Here's some tips: don't write to complainers more than one time per day. And try to handle all such complaints at the same time every day -- say, first thing in the morning. This way you can handle all complaints with necessary advice. And you avoid getting into a lot of back-and-forth in which the complainer defends himself and generally acts pouty and dense.
Say what needs to be said and wait 24 hours before you respond to whatever whining the complainer shoots back in four minutes. This gives the person the time he needs to absorb the information he ignored or bitched about in your first email. And he will cool down considerably overnight.
Also be sure to quote in full whatever the person wrote to you. Make him re-read his own words. This should generate some sympathy for you; the person is more likely to embarrassed by his own behavior if he is confronted with his own words after he has had time to cool down about the situation.
And few wounded egos will continue to pout for more than two days, so this method should cut down on the time it takes for you to handle complaints.
Say what needs to be said and wait 24 hours before you respond to whatever whining the complainer shoots back in four minutes. This gives the person the time he needs to absorb the information he ignored or bitched about in your first email. And he will cool down considerably overnight.
Also be sure to quote in full whatever the person wrote to you. Make him re-read his own words. This should generate some sympathy for you; the person is more likely to embarrassed by his own behavior if he is confronted with his own words after he has had time to cool down about the situation.
And few wounded egos will continue to pout for more than two days, so this method should cut down on the time it takes for you to handle complaints.
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