How to Handle an Irate Customer
Being the newest person at a job isn't particularly fun, especially when an irate customer challenges you. You may come across a person who insults, cusses, or even threatens you in your early days. You'll need to know how to handle it like a professional. These are some tips you can use to achieve that:
The first thing you have to do is breathe, take a deep breath and remember that your job may be in jeopardy if you handle the situation inappropriately. Customer anger is never your fault. Usually, it comes from issues such as home-life problems, frustration about one's bill, or general unhappiness.
Take the opportunity to empathize with the customer. Allow the individual to vent and then let that person know that you understand what they're going through.
Apologize for the customer's inconvenience, the company's error, or the cloudy day if you have to. You're trying to break the ice and calm the individual down. To accomplish that, you'll have to align with the customer on an emotional level.
The last step is solving the problem the customer has once he or she has established it. If it's a billing issue, you can verify the account and try to see why the bill is higher than expected. You can try to do an exchange if there's something wrong with the product. Some situations might require you to ask a manager to intervene. That's okay. As long as you're doing what you can to help the customer, it will work out for the best. Remember to keep apologizing and keep a smile on your face the entire time you interact with the client.
Take the above-mentioned actions, and you can handle the meanest person who walks into your workplace. Hone your skills, and you'll learn how to make that person happy, as well.