Dealing with irate customers

Customer service representatives (CSRs) live in constant danger of receiving nasty telephone calls from angry customers. Almost always, these calls come at a bad time, and without warning. Nonetheless, CSRs must be able to handle each call calmly and skillfully. For example: A call comes in from one of your company's largest customers that has been working with your company for 10 years. The client sounds angry. She complains that someone said her job would ship two days late. She swears that if you do not deliver her job on time, it will be the last order you ...

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