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If you are in the customer service industry, then you’ve had to handle an irate or down-right rude customer or two in your time. These encounters can be draining, frustrating, and annoying experiences for both parties — the customer and you. Getting through the conversation, or monologue, can be a challenge all of its own.
But you have an opportunity at this point to make a difference for someone. Besides salvaging a customer and preventing a potential outbreak of negativity, it can be a wonderful feeling when you can help someone fix a problem or even simply make the experience positive despite the customer’s bad attitude. So here are some tips to get you through a conversation with an angry or rude customer. And while most customers only get livid behind the safety of a phone call, the following pointers can also help with face-to-face encounters. |
