When irate customers sound threatening and overstate their claims, as a business representative, you should respond by indicating that the customer and his or her claim are irrational.

Question

Quizplus · Accepted Answer

It is not appropriate to indicate that a customer is irrational, even if their claims are overstated or they sound threatening. Instead, it is important to remain calm, empathize with their situation, and work to find a solution or escalate the issue to a higher authority if necessary.

When Irate Customers Sound Threatening and Overstate Their Claims, as a Business