how do you handle the angry customer?
33
['Remain calm. ... ', "Don't take it personally. ... ", 'Use your best listening skills. ... ', 'Actively sympathize. ... ', 'Apologize gracefully. ... ', 'Find a solution. ... ', 'Take a few minutes on your own.']
1072492
['Remember the problem is them, not you. ... ', "Don't try to fix them. ... ", 'Stay cool. ... ', 'Focus on their behavior rather than arguing. ... ', 'Use their name. ... ', 'Take a timeout. ... ', 'Put safety first.']
667200
['Be positive and patient: Being a live chat agent, this is the most important quality that a person should possess. ... ', 'Let them explain: ... ', 'Respond quickly: ... ', 'Avoid any errors: ... ', 'Acknowledge them with their name: ... ', 'Apologize at the right instant: ... ', 'Understand the customer and provide an appropriate solution:']
829413
['Remove the emotion. ... ', 'Make a record of the offensive actions. ... ', 'Consider alternatives. ... ', 'Report the discrimination. ... ', 'Be mindful of retaliation. ... ', 'Get outside help to protect your rights.']
303921
["Think before you speak. In the heat of the moment, it's easy to say something you'll later regret. ... ", "Once you're calm, express your anger. ... ", 'Get some exercise. ... ', 'Take a timeout. ... ', 'Identify possible solutions. ... ', "Stick with 'I' statements. ... ", "Don't hold a grudge. ... ", 'Use humor to release tension.']
1380668
['Support customers as a team. ... ', 'Listen to customers (and share their feedback). ... ', "Don't be a robot. ... ", "Be honest about what you don't know. ... ", 'Practice empathy. ... ', 'Know your product.']
1399215
['Do not take it personally. ... ', 'Be proactive. ... ', 'Calm yourself before you respond. ... ', 'Listen for the real message. ... ', 'Reassure and respect. ... ', 'Restate their concerns. ... ', 'Respond to their problem. ... ', 'Restart.']
1409328
Your answer to any question about anger should contain two components. First, describe the particular situation that frustrated you, and then explain how you handled that situation. The situation should be work-related, and not something that happened in your personal life. Keep your explanation brief and to the point.
877698
['Stay Calm. Keeping a cool head is important for three reasons: ... ', 'Apologize. This may sound obvious, but a simple apology can go a long way. ... ', "Empathize. Try to put yourself in the customer's shoes. ... ", 'Check Your Body Language. ... ', 'Tell the Truth. ... ', 'Know Your Stuff. ... ', 'Be Assertive. ... ', 'Three Magic Words.']
964998
Keep your cool and don't be manipulated by the patient's anger. Never get angry yourself or try to set limits by saying, "Calm down" or "Stop yelling." As the fireworks explode, maintain eye contact with the patient and just listen. Try to understand the event that triggered the angry outburst.
1170076
['Take a second before reacting. ... ', 'Improve your problem-solving skills. ... ', 'Take responsibility for your actions. ... ', 'Think about the consequences of your behavior. ... ', 'Pay attention to what upsets you. ... ', 'Pay attention to how your body feels when you are angry.']
513741
["Get Them In Private. Here we're not talking about your average customer who is a bit ticked off or simply rude. ... ", 'Let Them Get It All Out. The most important rule to successfully diffusing the situation is to let the customer say what he or she has to say first. ... ', 'Listen. ... ', 'Kill Them With Kindness. ... ', 'Follow Up. ... ', 'Conclusion.']
297651
['Use redirection and deflection techniques. ... ', 'Get to know the activities that the client enjoys or finds soothing. ... ', 'Monitor and modify your own reactions. ... ', 'Know when to take things with “a grain of salt”.']
1092962
Always respond amicably and treat your guest well. Understand they want - empathy, apology. Respond with an apology and pay attention to what your guest has to say. An apology will calm down an agitated guest and you'll be able to address the problem well once you understand the issue.
1320583
Interview Answer I would empathize with the customer and diffuse the situation by addressing his/her concern. I let them get their complaints and anger out that way they know that I am concern about their problem and so I can better understand them why they are upset.
32235
['Step 1: Listen. You can usually determine whether or not the caller is angry within the first few seconds of a call. ... ', 'Step 2: Remain Calm. It is important to stay calm during a call to prevent the situation from escalating. ... ', 'Step 3: Repeat Information. ... ', 'Step 4: Avoid the Hold Button. ... ', 'Step 5: Make the Caller Happy.']
419769
["Don't take it personally. Stellar customer service is all about creating personal connections. ... ", "Listen. Even if you've heard it all before, remember that your customer hasn't had the chance to say it all just yet. ... ", 'Empathize. ... ', 'Apologize. ... ', 'Stay Postive.']