If a customer is angry, how would you deal with them?

Question

Accepted Answer

Addressing an angry customer requires empathy, active listening, and effective problem-solving to restore their trust and satisfaction.

Stay calm and composed; your demeanor can influence the customer's emotions.
Listen actively to their concerns without interrupting; for example, nodding and using phrases like 'I understand.'
Empathize with their situation; say something like, 'I can see why you're upset.'
Apologize sincerely for the inconvenience caused, even if it's not your fault.
Offer a solution or alternative; for instance, 'Let me help you resolve this issue right now.'
Follow up after the resolution to ensure their satisfaction and rebuild trust.

Accepted Answer

To effectively handle an angry customer, focus on active listening, empathy, and finding a resolution. Stay calm, acknowledge their frustration, and let them vent without interruption. Rephrase their concerns to ensure understanding and offer a sincere apology, even if the issue wasn't your fault. Propose solutions, take action, and follow up to ensure satisfaction.

Accepted Answer

Offer solutions or alternatives to address their concerns

Asked in Teleperformance and 19 others

If a customer is angry, how would you deal with them?

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