Customer Service - How to handle an irate customer

How do you handle a customer that hates excuses

• Paraphrase in a polite manner

• Look beyond and pay attention

• Keep quite and do not give anymore excuses

• Take notes

Building rapport is......

• Developing mutual trust, friendship and affinity with someone.

• Telling a customer that "we need to set aside our personal differences and try to work together"

• Showing interest in a part of their life that doesn't really interest you

• Talking too much about yourself

How do you handle over aggregable customers

• Allow the expert to tell you all about your business and do not take it personally.

• Use probing questions when the customer is yessing you to death

• Drill into the customer’s needs and provide real

• Don’t be pushy

Why do customers get angry

• It's in their nature

• They feel betrayed by the company, believing the company violated the norms or ethics of a customer-company relationship.

• They want to be treated special

• They have personal problems

Which personality defines a staller

• Indecisive

• Know-it-all

• Intelligent

• Love Research

Identify 3 traits of a pessimist

• Negative

• Hard to please

• Opinionated

• Avoids Conflict

Which is the most important skill to apply when dealing with irate customers

• Analytical skill

• Listening skill

• Leadership skill

• Computer skill

Identify traits of a complainer

• Hates excuses

• Blameless

• Avoids conflict

• Competitive

What should you do if a customer starts using abusive language towards you.

• Swear back

• Keep quiet

• Transfer the call

• Warn the customer against using abusive language towards you.

Steps for dealing with angry customers

• Remain calm

• Apologize

• Patronize

• Empathize