Customer service rep: the advocate for the company or the client? Or why it is difficult to deal with angry customers

Why it is difficult to deal with angry customersDifficult customers can give customer support a hard time. Still these customers are a great asset for any company, as in most cases the level of customer support offered by the company will be judged by how their agents handle difficult situations and not how they accept praises.

Learning to communicate with dissatisfied customers effectively is the essential part of the customer service training. It is no secret that many reps when faced with an angry client fail to maintain their competence and fall into being defensive, submissive or aloof. None of these behaviors unfortunately can be associated with great customer service. >>>