Deal with an Irate Customer

Edited by Pia Marie Villamante, Eng, Lynn, Alma and 17 others

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It's inevitable that companies will experience their fair share of irate or dissatisfied customers. This can happen for a variety of reasons such as unmet expectations, a previous poor customer service experience, unexpected problems with a product or even an unjustified misunderstanding. It can be difficult for even the most seasoned customer service representatives to maintain their composure during these frustrating encounters; however, there are many things you can do to help diffuse the customer's anger and turn the situation around. It's possible to ultimately satisfy the customer and leave the exchange feeling cool, calm and collected if you follow the tips below.

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Irate Customer Scenarios

Here are a few examples of some irate customer scenarios:

  1. 1
    A customer assumes they've been overcharged for a service.
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  2. 2
    A customer has a late fee charge from a bank.
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  3. 3
    A customer did not receive their bill in the mail.
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  4. 4
    A customer nags about the cost of a product or service.
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  5. 5
    A customer with low or rumbling voice you mistook for a man, but is actually a woman.
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  6. 6
    A customer called and has been put on hold multiple times.
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  7. 7
    A customer has been waiting all day for a maintenance person to come to fix their issue.
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How to Deal with an Irate Customer

  1. 1
    Listen to your customer
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    Be attentive to what your customer is saying. Maintain your composure and get to the bottom of the problem right away. Your customer deserves your full attention, and you'll be more likely to come up with a solution if you fully understand the problem.
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  2. 2
    Stay calm
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    As difficult as it may be, you need to understand that the customer isn't mad at you, but frustrated at the situation. Don't take it personally, and allow the customer to vent without interruption. Once they're finished blowing off steam, you can interject.
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  3. 3
    Acknowledge the customer's frustration
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    Showing sympathy for the customer's feelings can go a long way, and it will help them calm down enough so that you can work toward a resolution.
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  4. 4
    Write down the important points of the discussion
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    Try to focus on the problem at hand and write down the key problems or issues the customer is facing. When you do get a chance, reiterate the problem back to the customer to ensure that you get the full story.
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  5. 5
    Watch your tone of voice
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    The volume and tone of your voice are especially important to control when you're speaking with an irate customer. You should keep your tone soft but clear to avoid antagonizing the customer. One effective way to maintain a pleasant tone is to smile while you're speaking, even if it's a fake one.
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  6. 6
    Be accountable
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    Even if you had nothing to do with the customer's problem, apologize if it was a valid mistake on the company's behalf, accept responsibility and look for a solution. It's easy to shift blame elsewhere when a customer is yelling at you, but they came to you for help. Assure them that you'll assist them through the process until the issue is resolved, even if you need to bring in another department.
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  7. 7
    Follow up with the customer
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    If possible, wait a few weeks for the customer's anger to fade and follow up with a phone call or letter to ensure that the customer was completely satisfied with the resolution and thank them for their continued business. This shows attentiveness and compassion.
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  8. 8
    Take some time for yourself
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    Even if you've handled an angry customer with tact and professionalism, the experience is likely to leave you feeling tense and frazzled. Take a quick break to compose yourself, eat something or take a quick walk before moving on to another customer, and congratulate yourself for a job well done.
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Tips

  • Be patient. Oftentimes, angry customers will calm down after blowing off steam.
  • Speak calmly, slowly and clearly.
  • Avoid the urge to argue with the customer.
  • Don't underestimate the power of free upgrades, discounts or other tokens of appreciation. If your customer experienced a major inconvenience, going beyond a simple resolution is a good way to retain your customer, and it might even get some new ones if the customer spreads a positive message about your company.
  • Always show the customer respect, even if you're not being given the same courtesy.
  • Take note of your company's hang-up policy. Some companies allow employees to ask customers using foul language or threats to call back when they're more calm to discuss a resolution. If they don't stop, employees can warn that they'll have to hang up the call and follow through if necessary. If this is something your company allows, use it sparingly, but try to resolve every situation to the best of your abilities.

Questions and Answers

Hi, I have an interview for customer service position and it has been awhile since I've been to an interview, so how can I brush up on my interview skills?

There are several things you can do to prepare for a customer service interview. Make sure you know the job requirements and learn as much about the company as possible. This will make the interview process go more smoothly and it shows that you're truly interested in working at the company. Prepare to be asked questions about your previous job experience, any skills you possess that are relevant to the job, and any standout experiences you've had helping a customer at a previous job. You might be asked what you would do in a specific scenario with a customer, such as dealing with an angry customer. Write down a list of your strongest "selling" points, or any skills and experience you might have that the employer would be interested it, and go over it several times before the interview. Ask a friend or family member to ask you interview questions so you can practice answering questions about yourself. You should also bring a copy of your resume to the interview so you can refer to it as needed.

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See more questions like this: Give me a sample response email to quickly accept an invite/meeting

See more questions like this: We would love to host you for a digital meeting

I will have an interview at the bank and I am not sure how to answer?

Answer and interview question for a bank position as a personal banker

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Irate customer not get installation on time?

Mr, Amily has complained as she was due to her broadband connection from 2nd July. However this has not been possible as the router shipped by our company was damaged by our installer. She is irate and want a firm date by when the router will be changed and the link will be working.

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First of all, obtain her number and full name. Apologize to her and assure her that you will find a resolution to get her broadband connection as fast as possible. Check your agreements details on overdue installations and tell her that these situations do happen (that is why both sides conclude an agreement after all) and explain the conditions from the agreement (fee payments). Tell her that you will call back within the next hour (the faster, the better) and see if it is possible to get any temporary router as a replacement until the new one that she has ordered arrives. While the router is being repaired, order a new same one, take one from your company, or order a new router from a company that will give you the shortest delivery dates. These situations do happen, and you will have to see how you can deliver and install a router (any router as a temporary replacement) again in the fastest way. It is usually possible to do it really fast, even within hours. Call her back, apologize again and offer a discount. Even a small one will be good. Tell her about the installation date that you have figured out within the past hour.

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How can I handle angry customer having a big charge of bill on his mobile plan?

He purchased the plan and he does not want to have big charges. I have tried: Nothing. I think it was caused by: He was not sure about his purchase

People always read and agree to the terms within the agreement. Passing one's anger about his choice to another person is inconsequential. Record your call and speak to the person without losing your temper or raising your voice. Always remember to remain a polite worker. Tell him that there are legal bindings that state that the bill must be paid in full by a certain date. If there any payment options, offer them to him. Offer any other mobile plans that might suit him better in the following month or offer to remove some services (like an Internet traffic) lest he get the bill again. Find out his phone brand and tell him that there are options and applications for his phone that limit one's usage of data, voice calls, or SMS messages to avoid paying big bills.

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Is there a vacancy in your company?

Looking for a job, any vacancy?

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Using the STAR technique, how would you handle an irritated customer that received a bill higher than what was promised?

Using the STAR technique, how would you handle an irritated customer that received a bill higher than what was promised? Situation Task Action Results

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What have you done to understand a customer's point of view about a problem? Give me an example?

What have you done to understand a customer's point of view about a problem? Give me an example

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Suspend my account for my vacation trip?

I want to suspend my account because I have a vacation trip for two days.

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Article Info

Categories : Relationships

Recent edits by: Maria, Himanshu45, euj7ol9p;0'

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