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excellent anger management in which customer is the prior owner of the firm
Listen carefully , agree on the problem , apologize , give solution and let the customer agree on solution,
if customer didn't agree on solution give him one commitment and try to solve it at the same time and give him/her some freebies from the company.
you must be calm at all times
To make the customer calm down you need to listen first , do not argue with the customer , right tone of voice and solve the problem by explaining what is really the company procedure.
I will talk to the customer very politely and understand the problem first then I explain the policy of the firm and why did happen to him/her. If the mistake is from our side I would apologize in general terms. I will solve the problem and record the problem.
listen and stay calm.. let them feel that you are interested in their problem to be solve.
first thing that I do: I listen to them attentively. I respond if needed and make them feel that I am there to assist them. Next, I apologize. I apologize for any inconvenience that they encountered. Even though it's not our fault, it's our problem because we represent one company.
first I have to apologize to him much, and make him feel that am on his side and trying to help him with all i got
once he feel am on his side he'll start cooperating with me then we fix the problem with calm nerves