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Is it easier for you to handle angry customer face-to-face or over the phone?
Over the phone is much easier to handle an angry customer than face-to-face. Over the phone, I am safe for the angry customer in case there will be some physical or if the customer becomes violent, over the phone handling of an angry customer can be done by listening, comprehending carefully. Just let the angry customer talk, but prepare for the quick solution. If the problem is not from my side, we may transfer the call to the right department to handle the customer's case.
According to my experience, it has been easier for me to handle angry customers face to face compared to handling them over the phone. Sometimes, polite gestures can be easily displayed while talking to the customers in order to calm their anger down.
But it becomes difficult to pacify them over the phones because demonstrating the hands-on examples are not quite possible in that case.
Face to face it is better beacause you can use your non-verbal communication
