The lady started yelling at my boss and he politely told her to shut up and stop talking
I find it extremely difficult to be nice to someone when they are yelling in my face. This type of problem does not happen very often, but from time to time I will run into an angry customer that does not want to calm down. Last month was the first time in a very long time that I had an irate customer. The woman was mad about the price that I quoted her for an air conditioner repair. She claimed to have received a cheaper estimate from a different AC repair company. I told the woman that I would be willing to adjust our price if I could look at the other estimate. She refused to produce the estimate, so I could not lower the price of the AC repair any further. The woman called me every name in the book including a liar, thief, and cheat. After the woman clearly was not going to calm down, I left the address and contacted my boss. The woman called my boss to complain about the service that she received and he mentioned the fact that she was yelling and could not produce the other estimate. The lady started yelling at my boss and he politely told her to shut up and stop talking. The customer hung up the phone and did not call again. I doubt she ever received a different estimate, because the price that I was charging her for the AC repair was well under the national average and I gave her a 10% discount for being a first-time customer.
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