- This customer called to complain about a bad product that was sold to her, I am not in charge of sales, but I can only offer some words of comfort in hopes to calm her down, my manager called me in to say I am being rude to customers and not being helpful, I can’t change her bad product, is there a way to handle this?
I am trying to deal with an irate customer at work but I keep getting blamed for the situation, how can I handle this effectively?
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I have worked in communications before, as well as customer support and sometimes these are the hardest jobs, conversing with people can be tricky, since the customer got a bad product as you described, then it is very okay if she feels a bit cranky, she did spend good money on the product, your duty is to relay her discomfort to your company so amends can be made, you should not just try to comfort customers, you should also try to proffer solutions. I hope this helps.
Your manager might also be under a lot of pressure, hence his response/accusation, as a communication personnel you have to learn to manage the moods of customers, give them space to talk, let them yell if they need to, take down notes, apologize, let them know you understand their inconvenience, and ask what you can do to remedy this. People often calm down after they have been given opportunity to address their distress.