HANDLING IRATE CUSTOMERS

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Presentation transcript:

HANDLING IRATE CUSTOMERS Presented by Faculty

Overview For any employee who has worked in the customer service industry, dealing with an angry customer is part of providing good customer service. There are several steps an employee must take in order to diffuse the situation and create a positive experience for both the company and the customer.

UNDERSTANDING THE CUSTOMER Reasons a customer can be irate. A customer can be angry because of a bad experience or they may be having a bad day. When dealing with an angry customer, do not take the customer’s irritation personally.

HOW TO TREAT AN IRATE CUSTOMER Treating an angry customer with anger will only make the problem worse. To Diffuse the situation, the employee must: Treat the customer very courteously. Treat the customer with friendliness and respect. This is key to diffuse the situation.

How To Treat an Irate Customer Continued Listen carefully to the customer’s complaint. Make the customer feel the complaint is important.

How to Treat an Irate Customer Continued Reiterate the complaint so the customer will feel he or she is being taken seriously. If the employee can not resolve the issue, they must direct the customer to a supervisor.

TRANSFERRING CALL TO SUPERVISOR In the event the employee can not resolve the issue, they must transfer the call to a supervisor. If the call is not transferred at this point, the customer might become more agitated. The representative must let the customer know the issue has to be escalated to a supervisor for resolution.

Supervisor’s Handling of the Call At this point of escalation, the supervisor must: Ask the customer what it takes to resolve the issue. Make every effort to accommodate the request.

WINNING THE CUSTOMER OVER Having a business is all about making the customers happy and that includes ALL customers. Everything must be done to resolve a customer’s complaint.

WINNING THE CUSTOMER OVER CONTINUED Customers are very important to the success of any business and it is essential that employees are trained on procedure for handling irate customers. Resolving the customer’s complaint will win them back as repeat customers.

FOR MORE TUTORIALS Request by Phone 770-7395472 Request by email bjfranklin53@uophoenix. edu