How to Calm Down an Irate Customer

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By Lancec
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Calm Down an Irate Customer

At one time or another you have been on the phone with some idiot that just doesn't know what they are doing, or maybe they do but they just can't satisfy your needs at the moment. Remember even the other end of the line is a person! How would you like someone yelling at you because of something you can't control? Well here are some steps to help calm someone down on either end.

Difficulty: Moderate

Instructions

Things You'll Need:

Patience
Time

Step 1

Breathe, If a customer is mad take your time and work the problem out. Apologize, your not too good to apologize and if you think you are you shouldn't be working customer service. On many occasions when I apologized the customer would calm down.
Step 2

Ask them what the problem is, don't get defensive if it is something personal, if you get upset the situation will only be escalated.
Step 3

If the problem becomes more than you can handle tell them to hold on and transfer them to your manager.
Step 4

Ask, what can we do to fix this for you sir/ma'am? Most of the time when you say this to the customer they realize that you are trying to help them.
Step 5

Go out of your way for the customer. "the customer is always right" motto is crap but if you at least treat the customer as if they are always right no matter what you think they will come out of the situation a lot happier. Remember always have a smile on even when your on the phone, the customer can hear the difference even if you don't think you can.

Tips & Warnings

Smile when your talking to the customer
Go out of your way for them
A satisfied customer will come back next time
Don't get defensive
Never strike back at the customer, if you irritate the customer they might not come back

Comments

tachic said

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on 7/29/2009 Good tips to calm down an irate customer.

tracysmith159 said

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on 7/6/2009 Vent a little in private. This helps sometimes. After getting yelled at by grumpy customers, hanging up the phone and venting just a little really does help to calm us down.