How would you answer this interview question? "How would you respond to an angry customer?
Hello ma’am or sir I do apologize , but if you will allow me to take a moment to look at your account and see what’s going on and then I can come back and help you so we can figure out what’s going on. Would that be OK?
Listen. Ask questions to get to the root cause of the issue.
I would tell them I could see their point. If at all possible I would try to take each complaint and explain why it happened and then do all I (we ) could do to correct it.
By actively listening to their complaint and assuring them that they're issue will be addressed. Also, by staying calm in the situation can help de-escalate their temper.
I would apologize for the issue or difficulty they are experiencing. If my apologies didn’t make them “happy” .. I would then offer that to understand what happen I would like to understand what had happened to cause the situation so I will need a little more information from them and ask if this is a good time for them to review the situation with me in detail. If not, I would then ask when we can set up a follow up call / meeting to get the details to understand what happened and why.
Let's be honest sometimes no matter what you do for a customer they are going to find something to complain about but if it's a legitimate thing that is causing their anger I would assure them that I am taking care of it and I would apologize for the situation and do anything I could to make it right
Well first I would have to know why they are angry
The calmer you are on the phone and the less accusatory that you are the better response you will get You're not there to make judgment. You're there to provide assistance i'm going to calming effect
Yes
I would first listen : take a breath and advise them to do the same :I then would tell them I understand their frustration and ask what we should do to best make it right!