5 intelligent ways to handle irate customers


5 intelligent ways to handle irate customers

Irate customers can trigger some angst in the people trying to help them. When those volatile situations come your way, here are five clever strategies for handling them.

“Front-line employees and customer service reps have to deal with irate customers all the time,” says Mark Goulston, psychiatrist and author of Just Listen: Discover the Secret to Getting Through to Absolutely Anyone. “It’s part of the job, but that doesn’t mean it’s an easy part of the job.”

To make it less difficult, Goulston offered these strategies for dealing with irate customers:

1. Adopt: FUD

To defuse upset customers before moving on to solutions, try the FUD method. Find out what caused the customer to be:

  • Frustrated
  • Upset, and
  • Disappointed.

Ask them to explain their experience and rate how much they felt each emotion (a little, moderately or a lot) along the way. To…

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