An essential part of onboarding new customer support operators is teaching them the right way to talk to customers who aren't happy. Today Alex Ivanovs, of Stack Diary and business/startup columnist for Huffington Post, shares some of his tips for handling customer complaints.
Difficult customers are part of the business process. Nobody likes dealing with them, but often we have to. It's best to be prepared for these situations - like when a customer is typing in ALL CAPS - as some customers might take it a little bit too far.