When the going gets tough, show LOVE!

Irate customers in customer service

Today I dealt with one of the hardest challenges one could have in customer service, an impatient and irate customer. I was assisting the customer with account information. He would ask a question and before I could look at the account and gather my thoughts, he was demanding an answer. This was highly difficult. I felt a lot of pressure, but could not lash out at him because frankly I'm the customer service professional. I kept my composure and kindly asked the customer could I place him on a brief hold. *This is very important. If you notice a customer is overwhelming you, it's okay to take a second to breathe and gather your thoughts.* I placed him on hold and got all the information needed to assist him. He continued to ask question after question and treated me like I wasn't equipped for my job. I had to remember in that moment, I am not a robot. I have the capacity to work and efficiently. Needless to say, he ultimately hung up. I sent a courtesy message with additional information. I took a breath and kept working.

Remember customer service professional, you may not always get things perfect. Don't allow an irate customer to affect you and your job performance. Take a breath and think. The picture says, work the way you love! I believe that wholeheartedly. So, the next time you have an irate customer just show love.