How to word, for a resume

[journeymom]

I'm describing my previous customer service phone experience. One thing I was good at was keeping my calm and remaining courteous and professional even when the caller was hopping mad.

It's been 15 years and I don't speak resume-speak anymore!!

How would you write, "I took phone calls from angry customers and successfully calmed them down and satisfactorily solved their issues"...??

'Angry customers' is too blunt. 'Fielded emotionally-charged phone calls'? Even emotionally charged doesn't sound right.

'Their issues' sounds flippant, like I'm saying 'What's your issue??'

There is a better way to describe the situation, it's sort of on the tip of my tongue, but...

[just_lily]

Provided curteous and professional customer service when receiving customer complaints of an escalated nature?

I am not sure happy with that wording, but it is a start. I do like "customer complaints of an escalated nature". Anyone in the service industry would understand exactly what you mean.

[la mamita]

communicated with hostile customers in a calm and professional manner.

[limabean]

Diplomatically resolved challenging customer complaints.

[texmati]

impressive!!!! I've always been so impressed by business speak.

[JD5351]

Originally Posted by texmati

impressive!!!! I've always been so impressed by business speak.

My resume states, "Utilized customer service skills and system resources to effectively manage member accounts, resolve escalated situations, and increase customer satisfaction."

[journeymom]

Thank you! You got me through my writer's block. I didn't realize how poorly I was feeling yesterday until I went to bed.

[JD5351]

Resume writing is a pain in the neck...lol It's definately the worst part of finding a job for me.

[madskye]

Excellent people skills with an emphasis on problem solving and customer satisfaction.