How often do customer service representatives have to deal with people who yell at them?

L.A.S.T (LISTEN.
APOLOGIZE, SOLVE, THANK)

Of course on a regular basis customer service representatives have to deal with people who yell at them.
Customer service representatives or even sales deal with unruly/ upset customers on a daily, or even hourly basis depending in which type of industry you are in, specially aviation, automobile or hospitality sectors you will get a load of unhappy/upset customers.
The customers are paying an amount, and depending on this amount they are expected to be delivered what they paid for, or even over delivered.
This is understandable and you should put yourself in their place! you have no idea in what they went trough to be able to have/ be part of that brand, or what is their perception of the brand (how much they praise it, or first trial), and everything can be ruined in seconds with one tiny or huge mistake from the company.
There are many multinational companies out there that offer high standard customer service or products and do not deliver it fully, misleading some customers high expectations.
Some wrong information passed on(miscommunication), mistreating, product defect or cancellation of products or even air-flights, unqualified staff can be quite frequent an the cause to all the yelling and anger.
For me it's a great challenge to deal with this type of customers, from hospitality to sales of the product itself.
What makes me even more satisfied and gain self-appraisal and motivation is when I see the customer at least smile or be satisfied once solved, maintain his/her loyalty towards ME and the brand, which will make him/her repeat business.
Of course there is a whole process in solving this, you can go to the question in this speciality and find some answers there : " how can you deal with an angry customer" As BILL GATES quotes ( brainy quote): "Your most unhappy customers are your greatest source of learning." A great quote for my daily work: " always under promise to over deliver" :-)

He isn't yell at you personally , he is angry from something with your company.
So, don't smile immediately ( it may exceed his anger) the 1st thing u must do is to "CARE" much and listen carefully to his speech then solve it a professional way with a smile when you finish.

1- Listen until the customer finish what he's saying, And ignore any bad words.

2- Apologize to him.

3- Go immediately to solve his problems.

4- Let him feels that he is very important to you.

5- Put in your mind to serve him with your best.
May he apologize in the end, And feel satisfy.

Dear Ms.Aya Commitment to the beautiful silence and maintain calm Firmly to solve the problem without inaction Work on customer satisfaction radical solution Apology that the problem was due to the company

Be smile while you are dealing with the customer in all the time (Smile is mostly a great solution).
Be patient if you find the customer is angry or shouting on you (May be he is in trouble for other reason).
Tray to understand the reason of his un-satisfaction (Wither from your services or not).
Tray to fast serving the customer or do a full respecting him if his subject will take time(Let him to set, provide your company's hospitality.
Show him that you are full of taking care about his subject and trying to solve all the problems (If there are).
"Customer is our top priority".
"Customer is allows right)

Dear Ms.Aya Put in mind that only few people who can control themselves or choose proper words when they are angry so what you need is to make him think for a moment 1-Do not take it personal 2-Ask him this exact question (are you angry from me or from what happened) then he will take a moment to think( this is exactly what you want from the client) then he will say A-from what happened so you will reply so let me try to help you.
B-if he said from you then you have the excuse to pass him another one to help him
3- Take it with this mindset (Angry customers are a very challenging opportunity) like play station games the higher the level the higher the joy when you overcome this challenge

quite often.but it is upto a csr, how he handles the both, customer and situation.mostly it is my experience,such customer's don't have big issues.so listen to them care fully and dont panic.

Sometimes the people can'tafford any harm from any client but must do control Dont nerveos

- Don't interrupt.
- Don't take the criticism (judgment) personally.
- keep irate customers out of the public eye.
- Don't blame.
- Don't argue.
- Be warm and friendly.
- Be professional.
- No false promises.

A customer won't yell at you unless he is really unsatisfied with your service or reply.
So you won't be dealing with this situation really often.
In my 19 years career in banking sector i didn't face this trouble.