Workplace Etiquette Tips : How to Handle an Irate Customer

Handle irate customers by listening attentively to their complaints and summarizing the issue to them afterwards. Defuse an upset customer by using superior customer service skills with tips from a business management specialist in this free video on workplace etiquette.

Expert: Gloria Dixon Campbell
Bio: Gloria Dixon Campbell has an executive MBA in management from the University of South Florida, and a B.A. in Sociology from the University of West Florida.
Filmmaker: Christopher Rokosz

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All these "How to deal with an irate customer?" videos cointain the same mistake and stupidity: They assume that customer annoyance came out of nowhere, that there was no cause for it, or more likely, they assume the customer is in the wrong.

I would bet a survey of annoyed customers would show that over 90% of them have been through "customer service" multiple times and endured incompetence, arrogance and rudeness from the company. Customers got angry BECAUSE of what the company did before.

i like working with irate people also, most of my background consists of that