Final answer:
A good strategy for a customer representative when dealing with an angry customer yelling about a damaged product is to stay calm, actively listen, remain open and respectful, ask open-ended questions, restate what was heard, focus on resolving the problem, and consider seeking help from a supervisor if needed.
Step-by-step explanation:
A good strategy for a customer representative dealing with an angry customer yelling about a damaged product is to:
- Choose your words carefully to avoid inflaming the situation.
- Stay calm and actively listen to the customer's concerns.
- Avoid being confrontational by suggesting that you're right and the customer is wrong. Instead, remain open and respectful.
- Ask open-ended questions to understand the customer's perspective and position.
- Restate what you heard to show that you were listening and to clarify any misunderstandings.
- Focus on resolving the problem rather than blaming the customer.
- If unable to resolve the conflict, consider informing a supervisor or HR department for further assistance.