Yesterday I was dealing with a customer on the phone who apparently thought

[raccoon]

that if she was just insistent enough, she'd get what she wanted. I couldn't have done what she was asking even if I'd wanted to. Finally I got rid of her.

Those who've been in a similar situation, what's a polite but firm way to tell such a person that you need to get off the phone/that the conversation is just going in circles/that you've got others to wait on (whether it's true or not)? Phones aren't my strong suit.

[Inchworm]

1. My thing is I get people who want to talk in circles

but really want nothing. I eventually tell them that I have to go and that I have a few other things piling up.

:hi:

[Iggo]

2. "I understand, (sir or ma'am)..."

"...really, I do. What I'm telling you is: It's not going to happen. If you'd like to speak to the person who instructed me to tell our customers that it's not going to happen, I can forward your call to my supervisor."

And say it with a smile (yes, even on the phone). No matter how much you want to talk to them like they're idiots or small children, please remember it's just business.

[Crazy Dave]

3. We used to take turns being the supervisor

When I briefly worked at an insurance company's customer service center in the late 80's we took turns or whoever was free at the time. 90% of the time you'd repeat what your associate just said and that would make them happy if a "supervisor" told them. For the other 10% we told them that they would have to send a letter by mail (no email back then) to the corporate office and they would take care of the problem for them.

As for our "supervisors", they did the exact same job we did except they only had a title and got conned into working longer hours for a salary instead of hourly pay :P

[Dyedinthewoolliberal]

4. Try this;

"I'm sorry, I really understand you have a problem, but I am carrying out the rules made by my superiors. It's nothing personal, I'm just doing my job, you understand , don't you?" Say this calmly with warmth (if you can).