How to Deal with Irate Customer?

Question

I just started working as a customer service rep. I've been receiving calls from irate customers who don't want to listen.

What should I do?

Answer 1

Remaining happy and calm is the most important part. Sympathize with the customer. Make them feel important. After they have finished venting and have calmed a bit ask them how they would like you to help them. Patience is the key to good customer service.

Answer 2

First thing is to not let their bad attitude rub off on you. Not always easy when they're fussing with you. Try talking to them in a calm voice and really listen to them. Most people are just wanting to vent about whatever is wrong with them. Once they find someone who cares about their problem, they calm down. Usually. If they start to disrespect you then just hang up on them. After giving them a warning.  Since you're in customer service your job should have some kind of policy about it too.