Handling Irate and Difficult Customers

Which of the following describes an irate customer?

• extremely disappointed, difficult to understand, hard to please

• excessively demanding, angry, judgmental

• very angry, uncooperative, demeaning

• quick to anger, rude, critical, arrogant

Which of the following describes a difficult customer?

• extremely disappointed, difficult to understand, hard to please

• excessively demanding, angry, judgmental

• very angry, uncooperative, demeaning

• quick to anger, rude, critical, arrogant

When an irate customer approaches us and keeps the conversations, we must:

• keep an eye out for hints of favors so we can provide it to them

• keep the conversation factual and avoid committing unattainable promises

• listen carefully to ensure a solution is given right away

• allow them to event and accept everything they say since the customer is always right

It is important to call the customer by their name

• TRUE

• FALSE

When dealing with customer feedback and concerns, it is important to take it personally to fully understand their problem

• TRUE

• FALSE

When the customer is obviously stating an inconvenience, it is best to:

• Address the problem right away

• Allow the customer to rant and vent all their anger

• Call a supervisor/ manager to handle the situation

• Apologize and listen well to their concern

One of the most important skills in dealing with irate & difficult customers is:

• Active Listening Skills

• Communication Skills

• Negotiation Skills

• Inter-personal skills

Whenever an irate customer is imposing his/her though on you, you must always make sure to:

• Agree to get their sympathy and calm them down

• Agree with reservations on some of their opinions

• Disagree and start a fight

• Stay loyal to the company while listening to their feedback

Carla is extremely angry and disappointed due to the late delivery of her orders. She kept on comparing other providers and demeaning your ability as a sales agent. She was also rude during the entire conversation. It is best to:

• Apologize, listen actively and offer alternative solutions

• Disagree and point out the wrong points of her argument

• Call your supervisor/ manager to deal with her

• Ignore her and tell her to get other providers if she is not satisfied

When dealing with irate and difficult customers all are true except:

• Remain calm and show empathy

• Listen actively and provide solutions

• Agree with customer but with reservations for your company loyalty

• Keep conversation factual and stay positive as you deal with the customer