A little bit of compassion tends to get better service

CBC featured research from UBC’s Okanagan campus that suggests staying calm will garner the most success when calling customer service phone lines.

David Walker, a professor at UBCO’s faculty of management, said when “aggressive” language became fixated on the employee, or there were regular interruptions, employees would provide worse service.

The story also appeared on Yahoo and a similar story appeared on Indo-Canadian Voice Online.