Best Answers to the question:(ranked by the quality)
1. janedoe - June 09 2009 (Answer ID: 2062)
Explain the situation then say the customer was irate...then say I allowed her/him to vent without interruptions then when the customer was done I used empathy by letting the customer know "I understand why you're upset I would be upset too If this happen to me too...heres what I can do to resolve the problem".
You also want to emphasize the fact that you dont take it personal you understand the customer is not mad at you directly, but rather the company or the problem that they are having.
2. pagaltaj - June 26 2010 (Answer ID: 4670)
when i have an irate customer, i will stay calm and talk in an even voice so to keep the customer from talking in a business-like manner.I will focus on how to solve the problem, and remain professional and avoid my personal feelings get in the situation.
3. Stacy A - September 01 2008 (Answer ID: 525)
In dealing with the public we always strive for a positive experience with every situation. I have over the years come into contact with a few unreasonable customers that no matter how much I struggle were unable to assist with a resolution. In these instances I am honest and truthful with the customer. I let them know I would be happy to connect them with my boss, Mr/Ms.______ who I hope can better assist you with this particular request or issue. I find this identifies the problem and gives them a resolution on a silver platter.
4. Horafaust - July 19 2010 (Answer ID: 4738)
First, I will listen to the customer. I sure there is a logical reason for them to be upset. Then I will show empathy towards what they are going through. Then I will formulate a solution to their problem as fast as I can. I will assure them that what I provided is long term and their issues will not going to recur. I'll ask if I fully resolved their issues. If not, then I'll through it again and so on.
5. SKY - April 23 2012 (Answer ID: 8845)
Question: Tell me about a time in your past work experience when you had an angry or frustrated customer?
6. emy - August 31 2012 (Answer ID: 9193)
just be calm with him allow him to do what he really want to do and say sorry to him if you irritate him. after doing that his conscience will judge him.
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