How should a customer service representative handle an angry customer?

Handling an angry customer effectively involves a combination of active listening and problem-solving. Listening attentively allows the representative to fully understand the customer's concerns and frustrations. This not only helps in gathering relevant information but also makes the customer feel heard and valued, which can help to de-escalate the situation.

Offering solutions is crucial because it communicates to the customer that their issue is being taken seriously and that the representative is proactive in attempting to resolve it. By providing appropriate solutions or alternatives, the representative builds trust and demonstrates a commitment to customer satisfaction. This approach can turn a negative experience into a positive one, potentially retaining the customer's loyalty.

The other strategies mentioned do not support effective customer service practices. Engaging in arguments can escalate tensions further, while transferring the customer to a manager without attempting to address their concerns first may lead to feelings of abandonment or frustration. Similarly, ending the call abruptly would likely alienate the customer entirely. Hence, listening and offering solutions stands out as the most constructive and professional way to handle an angry customer.