أنشئ حسابًا أو سجّل الدخول للانضمام إلى مجتمعك المهني.
Unfortunately, there is no one simple answer to that question. All will depend on the situation, type of product/service, type of customer, and why he is angry.
Standard approach is:
And bad news - it will not always work!
Just to give you and example - some companies offer incentives/whatever, and one of the telecoms did that to the angry man:
(after a long phone call with customer shouting)
Customer: I want to talk to your superior!
Agent: please stay on the line, I will transfer your call.
Manager: This is XYZ, I'm the manager of agent ABC...
Customer: [shouts and kind of describes situation again, bringing incompetence of staff, etc]
Manager: I understand your point of view, sir. Please accept my apologies for this situation, we will solve the issue with your invoice by Monday and I will call you back next week to make sure all is fine. Is Tuesday OK for you?
Customer: [keeps shouting]
Manager: I know, it's difficult when your account was billed twice for the same invoice and you have to pay your bills. It happened to me. . We will solve it, it will just take few days to go through the process and your money will be returned to the account. Unless you would prefer that we keep them for the next invoice, then we just don't bill you next month.
Customer: I want my [bad word] money back!
Manager: That's no problem. I call you on Tuesday to let you know that the money were transferred. And as I see in your account - you are using internet quite often, so to apologize for this inconvenience, I will offer you additional2giga per month for the next months.
Customer: [bad word] you and your months of the internet! I don't want your [bad word] internet! I don't want to stay with company that can't properly deal with its invoices! I'm going to cancel my contract this week!
and he cuts...
Manager did stick to internal procedures, showed that he understood the problem (by repeating the problem - double billing - and how difficult it is when you have to pay bills), stayed calm all the time, offered solution, offered incentives - but customer just wanted to keep being mad. What you can do?
Now, you said the situation was not resolved. Can it be resolved? If not - show the customer that it was1 incident and the company is professional. OR/AND tell him that his case will help you to improve. Then offer incentives. Then after some time send him a letter "thank you" note - that his case brought X and Y to the company, that you are improving thanks to people giving their input, etc, etc. and it's great to have customers who share their remarks, etc. Well, it will all depend on what happened, but I'm sure you can apply something similar in your case.
We need to apologise and we should say sorry either it's our fault or not. Try to be diplomatic with customer and not let his / her go till the situation is managed.
I believe to these sayings "try and try until you succeed", "there is no harm in trying", and "you would not know unless you try". So, try and win them back because every customer counts.
