Angry customers are a part of customer service process; it cannot be avoided and should never be ignored. No matter which industry you are in, what business you handle and what country you live in, always at some point of your professional life you will find a frustrated customer.

However, the way you handle your frustrated customers, diffuse the adverse situation to turn it into a positive outcome is what matters the most. Offering support service to customer is not being the right one, instead it is about willing to make things right. All that an irate customer wants is to get his/her query resolved at the earlier. Hence, it is crucial that the service agents make such tickets as their priority.
Especially in a the times where we are using Helpdesk service tools, it becomes imperative to first handle the irate customers and move to the calm lot. However, how can agents ensure that they are reaching out to the frustrate customers first when using a helpdesk system?

Here's how it can be done: