Patrick McKernan, President of American Mobile Glass, contributes to recent article about how to deal with irrational customers over the phone. This isn’t an everyday occurrence, however when it does happen you need to be properly trained on how to handle certain situations. Unfortunately in the service industry, it is not a difficult task to make every customer happy every time. “Customers will react to your tone and demeanor. If you get defensive or use words like ‘can’t,’ ‘no’ or ‘won’t,’ chances are the customer is going to become completely irrational and may even begin to cuss at you,” said Patrick McKernan, president of American Mobile Glass of New Jersey Inc., which repairs and replaces glass for cars, homes and businesses.
“Too often,” he said, “I’ve seen customer service representatives overreact and let the customer get them in a frenzy.”
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