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How to handle an irate customer?

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Answered 2011-04-20 03:00:57

When dealing with an irate customer it is important to remain calm, breathe and most important listen while at the same time taking notes. While there most likely going to be some, he said she said, in their rant you want filter through your customers remarks to get the facts, that way you can single out the true issue. Once you have the issue recognized acknowledge it and the customers frustrations. A lot of customers just want to vent and don't want anything in return other than having someone listen. Which is easy because at the end of the conversation you thank them for their feedback and make a change so that it will not happen again. For those customers that are looking for compensation it works best to ask them what will make them happy. Then work together and compromise to come up with a solution that works best for both parties.

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