Do not argue.Be a good listener.Be sympathetic and express regret.Try to rectify the situation.above are the solution to handle irate customer on the phone.Note: If any gest irate it means he wants solution... then try to solve the problem.
If asked how to handle an irate customer: Always let a customer completely vent before you open your mouth.
Irate customer means angry customer. The customer who is angry because of poor services provided.
Personally, I would call security, or the police. You should not be subjected to such abuse.
One who is upset and angry
Most of the hypothetical questions asked in a call center interview center around how you would handle situations when dealing with customers. For example, how would you calm and irate customer, or how you could handle a rude customer.
The best thing to do is to listen and ask some apology, show empathy and show them your willingness to help them, make them feel that your always on their side.
Offer any and all support that you are able to give to the customer. If the customer continues to be irate ask them if they would like to speak to management. If they refuse and the solution to the problem is out of your hands politely state that management would be more able to help them fix the problem. Do not under any circumstances let the customer push you to make any unprofessional remarks that may endanger your employment.
The Con Edison exam changes often and can vary year to year. The customer service exam may ask how an potential employee would handle irate and difficult customers, company history, or the steps needed to handle calls.
remain calm and notify the manager
listening to the customer, letting the customer vent, identifying the problem, trying to solve the problem, and following-up with the customer.
The best way to retain an irate customer is to make him feel customer. Make a customer feel special for the company and SMILE and TALKING is the best way to Retain