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It's best just to listen until the customer has given you the whole story. Note during this time what you can help with and what you can't help with, item by item. Encourage the customer to 'get it out'. Don't interrupt or try to cut off the customer.

When the customer is finished with his/her story, confirm that you understand what the problem is. Then little by little, get the customer to agree to one action item at a time, so that you can help the customer with all the things that you can.

Finally, help the customer understand all the things in their story that you can't help them with, and give them some ideas about where they can find the help they want.

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13y ago
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9y ago

The company wants to know how you are going to handle angry customers. It can at times be very frustrating dealing with these kinds of customers.

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12y ago

be calm, cool, and collected!

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Q: Describe your experience in dealing with multiple phone calls and from customers who may be angry?
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