It's a tough job but somebody's gotta do it.
Facing off with a screaming, unreasonable, irrational customer represents the ultimate test of any employee's service skills. It can take you to your breaking point if you are not aware and careful. Staying grounded and above the fray requires you to find inner strength, and persevere beyond the initial difficulties.
With many employees a screaming irate customer will ruin their day. It's hard to keep motivated when 20 minutes into your shift a customer lets you have it. The bad news is most employees have never been trained to successfully handle these customers. Their ego gets in the way. They call management for support. In some call centers the employee just hangs up thinking no one will know. Many find it easier to lie to make the problem go away.
There are several reasons why it's critical the problem gets solved fast.
We teach the '4 C's of Handling Irate Customers.' We explore the importance of staying calm and controlled - in every situation - preventing it from spiraling out of control. There's no one thing that pushes a customer over the edge. It's all about:
Dealing with irate customers can drain you physically and emotionally, and put your skills to the test. After you have had to deal with a customer's outburst, you must find ways to take care of yourself. Difficult situations can leave you feeling empty so use positive self-talk. There are '6 Steps to Handle Irate Customers' (Use these six steps in any order, based on the situation)
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