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to handle irate customer is to be handle by your customer skill.and can be handle by your patients skill and you listening skill .
and also can be handle by dealing as a friend that u can handle irate customer
The main issue here is to know why is this customer or client unhappy? Is it the process, the product, the company or people? Depending on nature of their problem, lots of time they instantly cool down once they know someone actually understood their issue. This gives them positive vibe that someone will fix it.
- calming the customer down by doing whatever it takes
- knowing the cause of problem
- solving the problem
