Successfully handling irate customers and transforming them into happy ones is where the Customer Service Manager (CSM) really earns their stripes.
Unfortunately, this is easier said than done. Angry customers are not always the most rational bunch. Even if you’ve found a quick fix to a problem, an irate customer might not be in the best frame of mind to realize it. And if a customer asks for assistance with a particularly complicated problem, a resolution becomes just that much more difficult. Despite these challenges, it is the responsibility of the CSM to ensure that even the most frustrated and irrational of customers comes away happy.