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The best way to calm an upset customer is to ensure he knows you're "listening" to what he has to say and his grievances. Then continue it by saying something that portrays your are "understanding" what he is going through. A tip is to add his own lines into your answer, e.g. "Mr. X i know you say that XYZ thing happened with you whereas ABC should have happened, and I totally understand this................................."
Once, the upset customer is softened by the idea that you've heard him out and actually aren't "challenging" him, that's when you can win him all over.
customer happiness is our priority in the first place
whatever happen we must follow his needs carefully with very excellence communication skills and try our best to make him calm down
so in this case we have to provide him by the right product and items , full explanation about the company policies , and try always to apologies in case he got bad service or anything else
step by step you will get his satisfaction
Make sure that you take the Time to LISTEN to what they complain about.
TAKE NOTE of the highlights of their concern. Identify fault points and convert them into a positive view.
EMPATHIZE with your customer, after all we are all a customers at the end of the day and we know how it feels to be dissapointed with something, may be it a product of electronics etc or a poor customer service experience.
RE-ASSURE them of your assistance. Make them feel that you are the best person to help them.
APOLOGIZE when necessary if the fault came from your end or from your company due to poor product delivery, poor customer service experience etc.
PROVIDE ASSISTANCE advise customer on how the issue will be resolved.
SET PROPER EXPECTATION about the TIME FRAME of their concern and how long and quick it will be taken care of.
GET THE BEST CONTACT DETAILS of the customer so that you can get back to them and provide a follow up feedback about their concern.
APPRECIATE their time and THANK them for trusting you with their concern.
Basic courtesy always works - offer them a seat, offer a glass of water/ tea, pay attention to their complain, listen without interrupting, get the concerned person to look into the validity of the complain, promise meaningfully to look into the concern!
Comlimentary upgrade is the best way
1.Kill Them with Kindness
2.Listen to emotion without emotion
3.Smile When You Talk
4.Don’t Take It Personally
5.Never Argue Back
6.Know How to Aapologise
7.Solve the Problem quickly as possible
8.Relieve Your Stress
9.Follow up
