Back in 2012, we had two extremely difficult days. On September 24-25th, we experienced the longest downtime in the company's history. That was caused by multiple factors that added on to another. The most unusual one was the interruption of connection over the fiber-optic channels. The emergency team found out that the cable was damaged by hooligans who fired it with an air rifle. This is how our mascot, T-Rex, was born.
In situations like this, the most important thing for the support team to do is to take the initiative, lead and control the direction of the conversation, and not be influenced by customer's emotions. That's important to clarify that we are all working on the problem, and we are also interested in solving it. To manage to work in difficult situations, we develop soft-skills in our employees through special training.