Addressing Angry Customers As A Customer Assistant

May 28, 2015 |

One of the most challenging tasks in the workplace. Dealing with angry and emotional customers takes a lot of practice and is certainly a skill that a customer assistant will take a long time to master.

Remain calm and listen to their issue. Often times the customer is just looking to blow off steam, let them do so. It may feel uncomfortable but if you remain calm as they tell you their issue (in whatever manner) they will begin to calm down.

After the customer has calmed down you can ask questions about their issue. Asking questions will add logic to all the emotion flying around and help you both to begin solving the problem.

Remember to discern if the problem really has anything to do with you in your role as a customer assistant. Don’t allow someone to take advantage of your openness. Maintain a personal boundary and keep the context of the interaction focused on their problem, not their personal needs.

Posted in: Job Training

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