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Aggressive customers will call in to complain about a service, lose
their cool, lash out, get abusive and put your patience to the test.
How do you deal with such a situation?
Your job includes keeping your cool; tackling irate customers is part of the deal.
1)Keep your voice calm
2)Request the customer politely to speak slowly, clearly and request to lower his/ her volume.
3) If you are getting very agitated, keep the customer on hold.Please keep this as the last option .
4)In case a call gets out of hand, transfer it to your team leader or supervisor
As a customer phone executive, it is important to empathise with the customer, rather than view him/ her as the enemy.
A positive and mature attitude is what will really make you excel at your job and climb the ladder in the service industry!
JUst remember when a customer is irate he/she is not upset with you, he is just upset with the situation he/she is in.