Cracking a joke is not a good idea, is it?

Humor is positive! Customers have their guards up, and you sure know why. They are almost never calling to compliment the company. Maybe they had a credit card problem, which hasn't been solved. Perhaps they need their next spring break reservations to be moved to another date, and no gee-whizz website has helped them with that. More often than not, they manage to get through to talk to you after a long wait on the phone. The nerve-wracking wait might not help them keep their humor at its best. But don't let it discourage you. Darragh Grove-White, the CTO and a Partner of Cognitive Corporate Services, believes you should inject some humor into the conversation! It helps disarm the tension and lead to a more positive experience. Humor demands vulnerability and invites people to lower their guards. So: Give it a go!

Reference: Forbes, 2020. Photo by benzoix on Freepik