As a customer service representative, you are bound to encounter an irate, screaming customer from time to time. Whether the customer is wrong or right, it is your job to appease the customer, find a solution to the problem at hand and ensure that the customer remains a loyal, satisfied customer of your company.
The first step in dealing with a screaming customer is to not take it personally. In all likelihood, the customer is not angry with you, but with the performance of the service or the product that your company provides. Losing your temper with the screaming customer only infuses the situation with more anger and hostility and can cost you your job. Therefore, it is wise to emotionally separate yourself from the situation, remain calm and speak with an even, sympathetic voice.
The next step in irate customer resolution is to listen. According to Forbes, an angry, screaming customer wants to feel like his concerns are being respectfully acknowledged. You accomplish this feat by remaining silent until the customer is finished speaking, then repeating the customer's concerns back to him to establish clarity. Throughout this process, uncross your arms, stand up or sit straight in your chair and maintain eye contact to ensure that the customer realizes he has your full, undivided attention.
After the screaming customer has finished speaking, express sympathy for his situation, apologize for the misstep and ask the customer how he desires the situation to be remedied. Do not place the blame on another employee or ask another company representative to speak with the customer. If the customer does not provide you with a satisfactory solution, speak with him about the available options. For example, you might suggest a cash refund, a product exchange or a second service appointment that rectifies the situation.
Once you and the screaming customer have agreed on a solution, execute the refund, product exchange or second service appointment immediately. This final step assures the customer that you have his best interests in mind and are willing to ensure that he does not leave your place of employment dissatisfied.
The final step in irate customer resolution is to take a few minutes to yourself to regroup before you speak with other customers. Dealing with an irate customer is a stressful experience that you can internalize to your detriment. Therefore, it is best to take a short, brisk walk, speak with a co-worker who makes you laugh for a few minutes or treat yourself to a refreshing beverage or snack.
Following these tips, you can be prepared to help an angry customer feel respected, recognized and taken care of. Remain ready to handle a screaming customer by staying abreast of your company's customer service policies and dissatisfied employee resolution protocol.
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