I have a sixth sense about this when hiring for customer service/support positions. The agent needs to be highly empathetic and have extremely high emotional intelligence in general.
That doesn’t mean the job isn’t hard and the situations aren’t sucky sometimes, it just means that you don’t get beaten down by it.
To an agent that has high empathy levels, a customer that is yelling and screaming is a piece of cake.
You just need to show them you understand, offer support and then give them the solution to their problem. They want to be heard, that’s why they are screaming.
When they realize you do hear them, they will stop. It’s magic!
I have been identifying great support people and training them how to be better for years. I’ve even been training people who aren’t great with their empathy and emotional intelligence to be better at it, and it works wonders for any department of a company – internal and external.
Originally Posted: https://www.quora.com/What-can-you-do-to-give-the-best-customer-service-to-a-customer-who-is-literally-yelling-at-you
Originally Posted On: 2016-02-27