أنشئ حسابًا أو سجّل الدخول للانضمام إلى مجتمعك المهني.
First of all, LISTEN. Listening is the most important part, because it automatically indicates that the customer is taken seriously. Don't interrupt until they are done. After that you can ask follow-up questions to get a better understanding of the situation. You need to understand why they are angry, even if the reasons seem silly to you.
Sympathize and Empathize. This is the part where you build an emotional connection to his problem. Show him you understand that what is happening to him is horrible, bad, unacceptable...etc. If what is happening to him goes against the company's guideline let him know that this situation shouldn't have happened. Let him know that he is a valued customer and the company will work to resolve the issue.
Apologize. For him/her going through this experience. All companies want the customers to go through the best experience with their products and services. No one should go through a bad product experience, but it happens. An apology can go a long way, even if you believe the customer doesn't deserve one. You will also notice by this step the customer starts to calm down.
Take action. After the first three steps, this is the part where you take control of the dialogue. You should tell the customer what you will do to make the situation better/rectify the mistake. Make sure you explain your steps simply and directly, and make sure that your plan of action is a real solution. DON'T MAKE PROMISES YOU CAN'T KEEP.
Keep your promises and follow up. All of the above would breakdown and crumble if you don't master this step. Make sure you live up to what you promised in the step above and try to make it in the shortest time-frame possible.
I hope this helps.
Calming him down and show him his importance and his problem is our 1st priority and we will do the best to solve his issue and after the call we feed him back to follow with him his case and thank him for contacting us
First, apologize for the reason why they become unhappy. Then, tell them how important they are as a customer and make them feel that you want to solve the issue, that you are going to help them in the best way you can. Never promise anything but tell them you will treat their case as your own, they will feel that you are trying to be in their shoes and it will make them feel better.
Apologies really do help, especially the sincere ones.
Remain calm.
Offer sympathy / apologise,
Assure him you'll find out the extent of the issue & recontact within a given time period.
Ensure you investigate & ring back - even if only to confirm that another staff member will be handling matters from this point, or that the investigation is on going but you'll relay the results upon receiving them.
Make sure that the solution is genuine & will be adhered to.
Thank you very much for the invitation Sir Abdullah Awais Choudhary.
In giving out superior customer service is not an easy thing especially handling an unhappy customer or a dissatisfied client or even reaching customer expectations upon customer service.
There are basic things we can do in handling these kind of customers. One is to follow the 7 Steps in Dealing With Angry Customers (Remain calm; Don't take it personally; Use your best listening skills; Actively sympathize; Apologize gracefully; Find a solution; Take a few minutes on your own) -taken from Forbes.com.
Even if you're not 100 percent sure with the solution, make sure to offer specific pin-pointed answers to satisfy an unhappy customer. Also, do not do rash solutions just to satisfy your customers unruly demands. Instead, rest assured your customer that you can help him/her in giving solution with the problem by leaving a good trail.
Staying calm and keeping posture; that way you are maintaining confidence of the customer in your brand; you are showing professionalism and giving yourself breathing room to take stock and handle their problems step by step.Try not to talk over them; let them finish and then provide your input.
