Dealing with upset and angry customers can be difficult in any language or culture. When I first heard this I wondered if the customer had mental health problems – certainly anger management counselling would help them. Interestingly from a training perspective, when a CSR listens to a customer who is upset or angry it is so easy for the untrained agent to get drawn into reacting to the customers’ emotional pain rather than hearing their complaint or issue. Of course, when the CSR is trapped in their own negative reaction they can’t help them.
How do you think this technical agent managed the situation? If the customer is sharing their experience truthfully, what does it tell you about what the company could do to improve their service? Click here.