How to Handle an Irate Customer

Video Transcript

"You know I'm one of those people that loves to work with an irate customer, really challenges you, and it gets your skill level up. I'm Gloria Campbell with Advantage Training Systems located in St. Petersburg Florida, telling you how to handle an irate customer. Customers that are irate are usually irate for a reason, so the best thing you can do is to listen, don't try to tell them why they're wrong, don't even try to tell them what you're going to do for her, listen, listen attentively. You also may want to summarize it, in some cases what you thought you heard, and then after you have clearly, a clear picture of what it is the customer is irate about, what you've heard them say and you've repeated that to them, if you have a solution that's a great time to offer the solution. In some case though you may have to get back to that customer, you may even have to pass them on to someone else. Handling that irate customer tests your skills, but it also is very rewarding when you can solve a problem for the customer. My name is Gloria Campbell, I'm with Advantage Training Systems located in St. Petersburg Florida, and handling an irate customer is something we all have to do. The better we do it, the better we feel about ourselves and the better our companies will enjoy having him as a customer."