This YouTube clip (TJ Walker) gives concise, practical advice for handling irate customer calls. It warns against debating customers, telling them they are wrong, or overwhelming them with facts; instead the first priority is to listen, demonstrate listening by summarizing the customer's points, and ask a confirmation question such as “Am I understanding you correctly?” before proceeding.
What do you do if an angry customer calls you and they are irate? Well, here's what you don't do. You don't debate them. You don't tell them they're wrong, and you don't bombard them with facts. The first thing you have to do is listen to them and prove you're listening by summarizing what they're saying. Then you got to ask them, am I understanding you correctly? That has to happen before anything else good can happen?
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