Question

An irate caller reaches you and starts berating your company’s service on a particular product that has been controversial. You should:
A. Completely avoid talking about the specific product and change the topic.
B. Listen carefully to the caller, take their number, and promise to get the appropriate person to call back to resolve any issues.
C. Take the offensive when a caller brings up the controversial subject and try to convince the caller that they are mistaken.
D. Tell the caller that the company is aware of the problem and is taking steps to fix it.
E. Just listen - you can’t please everyone.

Answer 1

Answer:

B. Listen carefully to the caller, take their number, and promise to get the appropriate person to call back to resolve any issues.

Explanation:

This can be a stressful situation but according to some researchers, it is important that companies train its employees to deal effectively with this kind of situations that can happen at any time. Most important things to take into account to deal with this irate customers and keep the commercial relationship are:

1. Stay calm and don't take things personally.

2. Listen carefully and if pertinent express your apologies.

3. Stand firm and be respectful, but letting them know that there is no need to insult or be rude.

4. Solve the problem and do follow up.