If you’ve ever encountered a furious, screaming, irate customer, you know it can be a real test of your people skills, not to mention your blood-pressure medication.
The next time you find yourself facing an angry customer, remember this advice from John Tschohl, customer service strategist and author of a new program entitled “Handling Irate Customers and Difficult Situations.”
Five keys to handling angry customers
1. Each customer is unique and has her own quirks of personality.
2. You never know what might set off a tirade, so be ready at all times.
3. This is your chance to find a solution to the problem.
4. Try to be compassionate.
5. Some situations cannot be remedied, despite your best efforts.