As a customer service representative, how would you deal with an irate caller?

Question

10 points

Answer 1

the best, most efficient way to win any argument related to customer service is to kill them with kindness.  If they become irate with YOU, say something like, "Sorry, but I don't respond well to a******s!" and make sure to smile at them.  Most likely they are trying to get a rise out of you just so they can win the fight and boost their ego.  Stay calm, and refuse every one of their demands.  You can even pick at them saying, "Sir/Ma'am I know you're trying to make me upset but you're making my day that much better everytime you make yourself more irate!"  Eventually they will either calm down and become rational or simply leave the store.

Answer 2

It depends on how their anger manifests.  If they are being abusive then I would tell them that I'd be happy to talk to them when they calm down and can be rational.  Then I would tell them I'm hanging up the phone and then I'd hang up.  

If they were simply angry I'd tell them that if the same thing had happened to me I'd be angry too, that I completely understood their anger, and that I needed specific details in order to be able to address their issues.  

In any case I would always refuse to deal with abuse, and I would not let the anger be directed at me personally, since that would be inappropriate. I would let the person know that I was on their side.