How do you deal with angry and irate customers?

Question

I just got a job today at Circuit City in the customer service department...and I'm a little frightened at the angry customers she told me they get from time to time, especially around the holidays. To be honest, I really don't like people yelling at me...I don't get angry back...I just feel like my feelings are hurt. Course here it probably won't be my fault, just that they are directing their anger at me and hopefully I won't take it personally. I know it's important to stay calm, to smile, and be polite...but any advice? Techniques? heh.

Answer 1

very simple i know it sound crazy, but i do ask "what can i do to make you feel better?" most of the times it work like magic trick :)

Answer 2

Well, if Circut City would do like Walgreens does you can spout off a 1-800# tell then that if they have a problem they can speak to a CSR at "corperate", you know just to get it off their chest

I work at the Post Office and EVERYONE complaines "you got here too late", "you got here too early".. "You got rain on my mail"......and of course EVERYONE is "waiting on a check" not sure who or where from, do they didn't get anything yesterdayand they're SURE their check was misdelivered (which does happen about 1-1000).....and YES we too have that 1-800 venting number

Good luck :-)

Answer 3

agree with them, empathize with them, tell them that you understand exactly how they feel, smile, and blame it all on corporate rules. act like you are on their side and you are doing the very best you can to get them what they want, dont ever say no right off, until you explain everything to them. good luck. this is my only serious answer for today.

Answer 4

best thing to do is to stay calm and keep your voice low. do not get loud. these people are just looking for a fight. You will calm them down if they see that their yelling is not getting them anywhere.
good luck with your new job.