Let the client talk, customer loves talking and raging out!
know what their problem (never say calm down) it will piss them off!
talk slowly while trying to solve their problem explain to him that you are only doing you job and keep a warm polite smile on (keep it together)
and the magic word you can say that can calm down anyone is "you are right, i understand, how can i help you"
but if there were no response of calming down, call your manager!
Hi Dear,
First of all, you should understand that " A satisfied Customer means a successful business".
Then what Mr. Umair Baig mentioned is correct. But i would like to add/clarify few things:
1- Bear in mind, You should show efforts that you are understanding his concerns, Ask questions, write notes, listen calmly, say i understand then ask a sub question, etc, This is all required to communicate/connect with the customer. This is the first step ( To Find good ways to create the good connection with the customer).
2- Here, after the connection is setup, we show our options, exactly as Mr Umair baig said, Apology is one option , or make a short call to any supervisor or responsible person (but don't keep him waiting), but If he was really upset, Ask him directly, What can i do to fix the problem and satisfy you? This will clear your goal and makes your customer understands that you are here to satisfy him/her. etc.. Here, we identified the options.
3- At the end, write a note, even if you addressed the problem exactly as he/she wants, say anything like thanks, etc...
I hope this helps you understand a bit.
regards,
I believe the best approach is to defuse the situation as fast as possible away from any potential customers and employees. Taking the customer maybe to an office or to the side, Identifying the problem and coming up with multiple solutions to solve it.
من قبل
Umair Baig , Branch Ambassador , Capital One
First step in dealing with irate customers in person, is to listen without interrupting and make sure to remember or write down the problems mentioned. Second is to acknowledge the situation. Third is to apologize, then work with the customer in fixing the problem.
When you listen, customer will feel like their complaint is not going to be ignored, and this will also help you to come up with the solution. Acknowledgement is the key to connect with the customer. Apologizing is not a loss on your part, you’re not taking the blame, and instead it’s where you take the ownership. Fixing the problem becomes much easier when both parties have made a connection. Never argue with the customer, after all, customers are the reason a company stays in business.
I agree with most of above. I trust that face to face communication is very effective and easier than any other form. Thus most believes it other way around. As I already stated the same for a different post, appropriate customer management will be based on two things. 1. Company polices 2. Individual personality. First place the company policies must focus on customers and goals must be customer oriented. That way, staff will have the right mind set in settling down a customer. A genuine effort should be offered when a customer is unsatisfied. If you are not the right person to look into the issue, then you should get the right person or team to help the customer.
Secondly, your personal values and qualities will come into the play. You should never allow your emotions to act. This is challenging but this will have to be a mandatory requirement for customer facing staff. Leave your personal qualities aside, emotions aside, if the customer is crossing your personal specific limits. Always 'focus on the' business vision on customer handling and then help them while aligning yourself with business values and goal/vision. That way, irrespective of whether the customer on the phone or email or in front of you, you can handle any difficult customer appropriately.
