What's the BEST way to answer this interview question: How do you handle angry customer?

Question

I've dealt with lots of them and have answered this before, but what are EMPLOYERS looking for in regards to the answer for this on an interview?

Answer 1

Explain to the interviewer how you will empathize with a customer rather than sympathize with them. Tell the interviewer that angry customers are not looking for sympathy as much as understanding and someone to make an effort to resolve their dispute. This works, because it happens to be true. I spent a few years selling cars, and I perfected the technique so well that when a customer would return to complain about problems they were having with a car they had purchased the week before, I’ve actually sold some of them a second car on the spot. When you can tell an interviewer a story like that, it usually increases your chance of getting the job.

Answer 2

Your potential employer is evaulating you to see if you can stand up for yourself. Here is what you should do: If you are face to face with an irate customer the first thing you should do is pretend to cry. The customer will settle down a little when they see this. Then without warning, fake a left hook to their face and hit them in the stomach as hard as you can. While the person is bent over in agony, explain to them that what you just did is for their benefit. They probaly forgot why they were mad in the first place. If the customer is still acting up, repeat steps 1 and 2, except using the opposite hands. Remember, "spare the rod, spoil the customer." If you are talking to an irate customer on the phone, you must use a different strategy. The first thing to do is obtain their home address. Next, hang up the phone and drive to their house and proceed to burn it down.
I have found these two tactics work with angry customers most of the time. You will feel better about it, knowing that you got the last laugh.

Answer 3

the best way to listen to the customer without taking it personally. Let the customer vent and then formulate a plan of action to resolve the issue.

Answer 4

Try to calm the customer down and reassure them that you care about their issue and want to help them.
Then try to get them to tell you (calmly) what the problem is.

Answer 5

i would say I would first find out what has made this person so angry then quickly access in my mind the best way to calm this person down and make them happy with there transaction.

Answer 6

let the customer tell you what the problem is--just listen; reassure them that you understand their frustrations; evaluate your options as far as what you can do to help them; offer them acceptable resolutions (sometimes this requires involving management)