Depending on how your sales team is organized, you could manage customer accounts while simultaneously selling new business, or you might be responsible for just one of these tasks. Either way, it’s inevitable that you’re going to speak with an angry customer or prospect at some point in time. (Spoiler alert: it’s unpleasant.)
So how should you handle the situation? The following SlideShare from Freshdesk has five tips for what customer-facing people should do to de-escalate problems when emotions are running high. The next time you get a less-than-pleased client on the phone, simply follow the steps below to ensure a mutually beneficial solution.