How do you handle difficult or frustrated customers on the phone or through email?

@shawn 

Handling difficult or frustrated customers can be challenging, but it is important to remain calm and professional at all times. Here are some steps you can take to answer this interview question:

1. Acknowledge the customer's frustration: Begin by empathizing with the customer's situation and acknowledging their frustration. This can help to defuse the situation and show the customer that you are on their side.
2. Listen actively: Allow the customer to express their concerns and listen actively to what they are saying. This can help you to identify the root cause of their frustration and find an appropriate solution.
3. Remain calm and professional: It is important to remain calm and professional, even if the customer becomes angry or hostile. Avoid getting defensive or taking their frustration personally.
4. Offer solutions: Once you have identified the customer's issue, offer possible solutions to help resolve the situation. Be sure to explain the options clearly and provide any relevant information or resources.
5. Follow up: After resolving the customer's issue, follow up with them to ensure that they are satisfied with the outcome. This can help to build trust and demonstrate that you are committed to providing excellent customer service.

By following these steps, you can demonstrate to your interviewer that you have the skills and experience necessary to handle difficult or frustrated customers in a professional and effective manner.