Customer Service-Dealing with an Angry Customer - Personal Statement Example

Poor service for to any at times justifies anger like being on hold for long and receiving what you never ordered. To calm this client, I would remain calm despite the customer being rude and yelling at me, understand that the matter belongs to the company, and adjust my mindset so as not to drag my feelings into it. I will then listen carefully to the customer with undivided attention, acknowledge their points, reiterate key points based on my understanding of the situation, and ask one question for further clarification.

With the client’s view understood, I would then empathize with them, and respectively and understandingly show them that they did not deserve the unpleasant experience. An apology at this point would then show I was genuinely sorry I was that the issue happened, own the issue, and offer to make things right for this customer. I would then offer a solution to the customer’s problem by requesting to know what they believe should be done or offer a fair and realistic solution in a manner that provides satisfaction to the customer.