Which skill is essential for representatives when dealing with irate customers?

When dealing with irate customers, listening and empathy are essential skills because they enable representatives to understand the customer's frustration and build rapport. These skills help in de-escalating tense situations by showing the customer that their concerns are being taken seriously. By actively listening, a representative can carefully assess the customer's issues, which allows for a more tailored and effective response. Demonstrating empathy fosters a sense of connection, making the customer feel valued and understood, and can often transform a negative experience into a positive one.

In contrast, arguing effectively can lead to further conflict, while knowledge of legal procedures may not address the immediate emotional concerns of the customer. Technical troubleshooting is important in solving specific problems but does not directly relate to handling the emotional aspect of an irate customer’s experience. Thus, the combination of active listening and empathy is critical for resolving issues and providing satisfactory customer service.