Handling Irate Customers and Difficult Situations

Handling Irate Customers

Learn how to:

  • Diffuse irate customer encounters
  • Overcome difficult situations with customers
  • Develop a routine to handle problems
  • Recover following stressful encounters

Improve your interactions with everyone in your organization, from your customers and co-workers to your supervisors.

Success under pressure will help you take the next step up the ladder within your organization.

Facing off with a screaming, unreasonable, irrational customer represents the ultimate test of any employee’s service skills. It can take you to your breaking point if you are not aware and careful. Staying grounded and above the fray requires you to find inner strength, and persevere beyond the initial difficulties. You may not even know if you possess that strength, but this program will help draw it out of you.

Dealing with irate customers is one of the most pressure-packed experiences you will ever encounter on any job, but always remember:

  • Every customer is a different person with a unique set of circumstances and personality traits.
  • Irate customer encounters can emerge out of nowhere—the key is to be ready.
  • You represent an opportunity to set things right.
  • Compassion is essential.
  • Despite your best efforts, sometimes there is nothing that can save a situation.

AS A CONFIDENT AND WELL-TRAINED EMPLOYEE, YOU WILL KNOW:

  1. NO CUSTOMER WILL INTIMIDATE YOU,
  2. YOU WILL NOT TRADE INSULTS,
  3. YOU WILL RISE ABOVE THE SITUATION, AND
  4. MOST IMPORTANT, YOUR COMPANY VALUES YOU.