The hysterical customer is usually someone who feels that there is no one on "his side", he has reached the end of his rope, and you have been unfortunate enough to be at the tail end of what got him there. You may not have been the cause of all his problems, but he is nevertheless looking to you for the solutions.
Dealing with him is simple. Be patient. Listen intently. Acknowledge your understanding and express empathy.
Try it. Even if you can't solve his problem, you'll be surprised at how positively he will respond.
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« Vraiment une formation extraordinaire, et habituellement, je suis très critique! Tout le personnel devrait suivre cette formation, il y aurait un gain d’efficacité! »
Ville de Québec
« C’est avec un grand professionnalisme que l’entreprise a offert une formation attrayante et de qualité à nos employés. Nous sommes particulièrement satisfaits des résultats obtenus grâce à cette intervention et il nous fera plaisir de retravailler avec Solutions & Co. dans l’avenir. »
Xavier Aymé, Chef des opérations | Mercator Canada Inc.
