Call center agents go through a lot every single day. For instance, they help resolve customer complaints, they process transactions, and they follow up with customers to ensure their satisfaction has been met. And while some of those interactions go smoothly, others are not as pleasant. In a recent survey by American Express, 35% of respondents admitted to losing their temper while talking to customer service. Regardless of how badly a caller acts, agents have to keep their cool and help the customer out to the best of their ability. But lately we’ve asked around, and we’ve heard the water cooler talk, and there are a few things agents aren’t telling you that they wish they could.

Here are 10 phrases you’ll probably never hear a customer service agent say, but if they had the chance to tell you, they would: Continue reading →