How would you handle an angry customer?
Model answer
Stay calm, listen without interrupting, and let them finish. Acknowledge the feeling ("I understand why this is frustrating"), apologise for the experience without blaming anyone, then ask questions to understand the problem. Offer a clear solution or the next step with a time, and follow up. If it is beyond your authority, pass it to your supervisor and tell the customer what will happen.
Finish by checking they are satisfied, and record the case so the same problem is not repeated.
Tips
- Never argue or promise something you cannot deliver.
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