How to Handle the Irate Customer

By: Nancy Friedman, Keynote Speaker; Customer Service Expert; President, Telephone Doctor Customer Service Training

Anyone working in the people business (and that’s pretty much everyone) will tell you that occasional upset, angry, irate customers simply come with the territory.

It’s a busy time of year so keeping this short. We’re sharing our ASAP techniques in our effective Telephone Doctor four point plan for calming irate customers and maximizing your chances of retaining their business. A short video for your viewing pleasure.

Thanks. Feel free to learn and share.


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Nancy Friedman, customer service keynote speaker, is founder/chairman of Telephone Doctor Customer Service Training and a featured speaker at franchise, association, and corporate meetings around the world. A popular TV guest, she appeared on Oprah, The Today Show, CNN, FOX News, Good Morning America and CBS This Morning, as well as hundreds of other radio, television and print outlets around the world, including the Wall Street Journal, and USA Today. The author of 9 books on her chosen topics, Nancy helps corporate America improve their communications with their customers & co-workers. You can see her 9 books here. For more information, log on to Nancy Friedman's website or call (314) 291-1012. Oh yeah you can email her at Nancy is a recent recipient of the Lifetime Achievement Hall of Fame Award - St. Louis Small Business Monthly