When a customer calls you to discuss a service issue, ask if you should call a friend or family member.

If you’re a member of a minority group, ask why they are calling you.

Ask if you could be of assistance.

If a representative tells you the company can’t help you, explain to the person that it doesn’t have the resources to help them.

If a representative is abusive or dismissive, ask what they want from you.

Explain to the customer that they can talk to the representative about the issues you’ve mentioned, and ask if they want to help you find an alternative.

If you can’t make it to the call, ask the person to go home and call a local representative.

The person may need to explain why they can’t get to the problem they want you to solve.

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