Handling angry customers is the toughest part of customer service. Several things have usually broken down by the time a customer is upset or even irate. It’s a critical point that can easily be the end of that customer’s journey with us. Or, if we employ the right techniques, we can salvage their business and even regain positive sentiment. We’ve assembled some words of advice from three thought leaders with varying perspectives on dealing with customers. Darren Prine is a Managing Partner at Cloud Tech Gurus, a firm specializing in technology solution matchmaking. Leslie O’Flahavan, specializes in communication and is the owner of E-Write. And Megan Merrick is the Customer Experience Vice President of Happier Living, an outpatient mental health private practice. They each have several de-escalation techniques to share that can help customer service call centers handle angry customers.
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