BTLE 30503 POST-SUPPORT

DOCUMENTATION
RESYLYN Z. CABRERA, LPT, MEM
LESSON 9
THE IRATE CUSTOMER

• Lesson Objectives
• Learn how to deal with an irate customer
THE IRATE CUSTOMER
• Irate person
• someone being extremely angry, someone who is almost at the point of being
uncooperative and demeaning.
• Those who have encountered irate people can attest to this fact and the
challenge of de-escalating the situation makes it even more difficult
IRATE CUSTOMER: THE MAKING

• At the time of purchase or subscription every, for the most part, customer are
satisfied. They are happy with their new purchase. What most people do not
know is that this is not the end of their relationship with the business because
after care is also a vital part of any business transaction.
IRATE CUSTOMER: THE MAKING
THE HAPPY CUSTOMER
• Face to Face Interaction: Smiling interacts with you,
happy to follow instructions and uses pleasantries.

• On the Phone: Verbal nods are heard, answers

questions politely, sometimes even tells you a story,
responds to your rapport building efforts and uses
pleasantries.

• The happy customer is:

• Satisfied with his/her purchase
• Content with his/her decision
• Gives full cooperation to close the sale.
THE FRUSTRATED
CUSTOMER
• Face to Face Interaction: Does not smile,
uses sarcasm to answer questions, hesitant
to cooperate, does not want to wait

• Phone Interaction: Voice is bordering on

angry, uses sarcasm to answer questions,
shuts down your attempts to build rapport,
and does not trust that easily.
THE FRUSTRATED
CUSTOMER
• Not satisfied with the current or previous
service he/she received
• Must have been passed through multiple
people to try and resolve his/her issues
• Questions your product knowledge
• Asks for a supervisor to confirm resolution
given.
• Some sighs will be heard over the phone
when asked to do something to resolve
issue.
THE IRATE CUSTOMER
• Face to Face Interaction: Angry expression,
shouts to make his/her point, sometimes points
a finger at you, threats are uttered and readily
cancels his/her service.

• Phone Interaction: Uses cursive words, shouts to

make his/her point, demands to speak to a
supervisor and most of the time bangs the
phone down when requests are not granted.
THE IRATE CUSTOMER
• Someone who has been passed
around different departments
without getting a resolution.
• Someone who has issues that have
happened over and over again.
• Someone who has not been treated
right.
YOU: THE CUSTOMER SERVICE ASSOCIATE

•A customer care associate plays an important

role in every customer interaction. From the
point of sales to after sales care the associate
is a vital part of it along the way.
 Uses pleasantries

Uses customer names to establish a relationship

DURING
SALES: Builds rapport or small talk to make the customer feel
at ease.

Knows everything there is to know about the product

to help the customer understand product benefits.
WHEN A CUSTOMER IS FRUSTRATED/IRATE:
1. Knows how to listen first before talking or letting the customer vent out.
2. Gets vital information to find the root cause of the issue
3. Uses words that assure customer like “I will personally take care of this issue
and get back to you with a resolution, kindly hold the line please”.
4. Never says “I don’t know” or “I’m not sure”. A customer service associate is
on top of everything this includes extensive product knowledge and
resolution.
5. Knows how to empathize and console customer frustration.
6. Understands that un-pleasantries are not directed towards him/her.