Talk about a time you had to handle a irate customer. What steps did you take?

Question

Philip Schulan · Accepted Answer

Listen attentively.
Acknowledge the customer's problem.
Resolve their problem.
Follow up with them.

Anne Berson · Answer

First I acknowledged the customer's anger, then asked them to give me some specifics of what made them feel that way. I reflected the customer's anger back at them frequently. I would try to fix the problems they identified, and if they couldn't be fixed, I would escalate them up the chain per company policy and procedure. Just acknowledging the customer's anger often calmed they down enough to engage in some serious problem solving.

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