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How do you explain to an interviewer how you would handle an irate customer over the phone?
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Handling Irate Customers

Suggestions:

1. Get a clear understanding of the problem as quickly as you can. To diffuse the anger try - feel, felt, found

I know you how you feel, this would be very frustrating....blah, blah, blah

I felt the same way (would feel the same way).

I've found that if....blah, blah, blah

2. Or simply ask, what can I do to solve this problem for you?

It is vital to mention, however, since this is a job interview, that you would follow all specified company guidelines for resolving the customers dispute - it is always important to respect the customer it is just as important to protect the interests of your employer.

Here is more input:

  • I would show concern for the customer and allow them to vent but not take total control of the conversation. And ask what can I do to help the situation. In a calm manner and a pleasant voice to diffuse the situation.

  • Basically I feel that we should try and regain control of the situation rather than have the customer shout abuses and rave and rant about a situation that might take only a minute's work, if discussed on the right frequency. Wait for sometime, let the customer take a breath, cut in, take control (but slowly and delicately, dont bully him) and drive him on your route.

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First answer by ID0000000000. Last edit by Akuansun. Contributor trust: 138 [recommend contributor]. Question popularity: 410 [recommend question]

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