One month ago Vil hit the floor, four weeks facing the client on the phone and he had a lot of fun.

“When someone calls me he or she faces some kind of issue, sometimes small stuff easy to solve, but sometimes it’s about a serious problem which requires very special attention.

I want to make the call as easy as possible for the client and for me. I guide the conversation and use some proven working jokes to break the ice.

Once the client smiled or even laughed I won and the client received a positive customer experience.

In a ‘complaint based’ contact scenario it’s not easy to satisfy a client, but it’s possible to turn him and make him smile.”

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