Customer service employee figures out the perfect way to handle entitled customers simply by echoing them: ‘Crazy how that works…'

Customer service is a career that attracts all kinds of entitled people, which makes it one of the most difficult jobs. One employee figured out the perfect technique to handle these ornery customers.

If you have ever worked in customer service, then you know the kind of anxiety inducing situations you are put in. It doesn't even matter who much training you have gone through (if you're lucky enough to even get any training), you still feel panicked during your first Karen encounter. And, oh believe, you will encounter one if you're working customer service…

There is something about this career path that attracts entitled people from every corner of the world. Heck, some people aren't even normally entitled, but if they're calling customer service, it can somehow bring that side out of them. That's probably because if a customer is calling customer service, then something has already gone wrong on their end and it has already made them flustered and upset. So now it is your duty to fix it for them, and sometimes that makes the customer forget that it was not your fault as an individual or an employee of the company.

Nonetheless, a customer service rep usually has to deal with the most difficult people. So what did one employee figure out? If you repeat everything the customer just said back to them, they magically calm down.

via Unsplash+ (and Getty Images)

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Apparently, this is also a therapy technique. When someone feels unheard or undervalued, they need constant confirmation that you are actually listening to them. So repeating everything they just said is an easy way of showing that you indeed listened and are remembering everything they said because it is important to you.
So you can see how in a customer service situation, where the customer is calling because they already feel uncared for, when you repeat everything they just said back to them, they feel better. So, this is good news if you work in customer service and have been facing off with some entitled characters. This might not always help with a Karen, because they are just wired differently sometimes, but for the most part, everyone loves to know they are being listened to.
"I started narrating the call back to them and it magically fixed the attitude"

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via Unsplash+ (and Blake Cheek)

_{^{Image is representative only and does not depict the actual subjects of the story.}}
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