How do you handle irate customers?

To handle irate customers, simply just stay calm, pacify and never counter act of his/her anger. Just listen what she/he wanted and explain everything in calmly manner.

The person authorized to solve the problem must be familiar merrier good comfortable at the meeting with customersDave is sound and firm at the same timeLyrics reflect the solution to the problem off immediately and directly hereTo stand with the client in the direction of the company and the customer feels he is with him wholeheartedly

1. 1. Listen - Listen for WHY they are upset. You can’t solve the problem until you hear it from the customer.

                                                             i.      I will take responsibility for helping you get your concern resolved. Please tell me what happened.

1. 1. Empathise - Acknowledge the impact the situation has on the customer. Put yourself in their shoes.

                                                             i.      That’s a terrible inconvenience. I can understand how upsetting that must be

1. 1. Apologise - As an ambassador of the company, you accept responsibility for the customer‘s unhappiness. This puts a face on your store.

                                                             i.      I’m truly sorry about that. And I’m sorry it’s caused you such aggravation.

1. 1. Positive -After you’ve taken the time to listen, empathize and apologize, then turn the conversation in a positive direction.

                                                             i.      I’m confident we can work together to resolve this.

1. 1. Solve - Engage the customer in the resolution. Think creatively and gain agreement. 

                                                             i.      How can we make this right for you? I have some ideas, but I’d like to hear from you first.

Just listen to his/her concern. Never to debate but instead sets an assurance to make the customer feel that you understand and you know how to fix the issue. Then try to fix the problem. Don't just close the conversation just by giving a reference number or escalate to another agent or just by giving a step by step procedure but instead, it is better to fix the issue right away but of course in a good and calm manner.