President of American Mobile Glass, Patrick Mckernan, contributes to article about how to deal with irrational customers over the phone.

January 28, 2014 at 9:12 pm

Patrick McKernan, President of American Mobile Glass, contributes to recent article about how to deal with irrational customers over the phone.  This isn’t an everyday occurrence, however when it does happen you need to be properly trained on how to handle certain situations.  Unfortunately in the service industry, it is not a difficult task to make every customer happy every time.  “Customers will react to your tone and demeanor. If you 
get defensive or use words like ‘can’t,’ ‘no’ or ‘won’t,’ chances are the
 customer is going to become completely irrational and may even begin to 
cuss at you,” said Patrick McKernan, president 
of American Mobile Glass of New Jersey Inc., which repairs and replaces glass for cars, homes and businesses.

Angry Woman

“Too often,” he said, “I’ve seen customer service representatives 
overreact and let the customer get them in a frenzy.”

Click here for the original article.

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