An 'irate' caller would be someone who is very angry or enraged. If an irate customers calls a customer service center, he is not very happy with the services being provided to him. He would probably say some angry words that might even be hurtful.
Typically, irate callers are in a very foul mood and the customer service providers should be prepared for a very rude or bad attitude from such callers. However, it is your job to solve their problem. After all, they must have a problem that made them so enraged. Assure such a caller that his/her problem would be solved as soon as possible.
Also, do not ever, never, try to contradict an irate caller. That would only make them more angry and therefore, more dissatisfied with the service that you are offering. If you make an irate caller even more angry, they might shift to another service provider and your boss may not like to lose business because of your attitude.
These type of callers are the bane of call center workers and yet to handle them and solve their problems while placating them is an art for which I believe all customer service people deserve applause! ;)
Typically, irate callers are in a very foul mood and the customer service providers should be prepared for a very rude or bad attitude from such callers. However, it is your job to solve their problem. After all, they must have a problem that made them so enraged. Assure such a caller that his/her problem would be solved as soon as possible.
Also, do not ever, never, try to contradict an irate caller. That would only make them more angry and therefore, more dissatisfied with the service that you are offering. If you make an irate caller even more angry, they might shift to another service provider and your boss may not like to lose business because of your attitude.
These type of callers are the bane of call center workers and yet to handle them and solve their problems while placating them is an art for which I believe all customer service people deserve applause! ;)
