At any time a customer may get upset or angry. That is to be expected.
However, it is not okay for customers to speak to you in an abusive or demeaning manner. Customers should not use inappropriate language when speaking to you in any medium.
If this ever occurs, you are allowed to end the conversation and tell the customer that the conversation will begin again when they can speak to you in a respectful manner. If you are not comfortable with that, I am happy to have the conversation with the customer.
You are a human and you are to be respected. Do not let anyone treat you otherwise.
#1 for me is empathy, and this goes hand in hand with complete answers. I would always rather the answers to be correct and complete, even if it takes a few more minutes. With that said - there isn’t anything stopping us from working tickets quickly while still giving this high quality, which is why I am always harking on speed as well. I remember Raj explaining why this was so important (for the reasons he mentioned in his post) when I first started. “10 minute response times” seems like a joke in other companies - but it is something we strive for here. It just doesn’t make sense for a ticket to wait.
One of the things I am most thankful for each day here at :rbox: is a leadership team and company that is so focused on the customer. Knowing that Raj (and others) have our back when we defend the customer helps make my/our job so much better.