Final answer:
Nick, the customer service representative, should stay calm, listen attentively, and choose his words carefully to avoid inflaming the situation with an irate customer. He should aim to understand the problem through root cause analysis, ask open-ended questions, and restate the customer's concerns to ensure clarity and demonstrate active listening.
Step-by-step explanation:
When dealing with an irate customer, it's important for a customer service representative like Nick to use a particular set of troubleshooting skills. One should choose your words carefully to avoid escalating the situation. It is crucial to stay as calm as possible and to listen carefully to the customer's concerns.
Instead of assigning blame, Nick should focus on identifying the problem and seeking solutions, engaging in root cause analysis to understand the underlying issues. He should also utilize open-ended questions to acquire detailed information, and restate what the customer has said to affirm that he is attentively listening and to prevent misunderstandings.
If the situation cannot be resolved immediately, Nick should not hesitate to contact his supervisor or HR department. The ultimate aim is to resolve the customer’s issue efficiently while maintaining a respectful and professional demeanor.