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Customer is always right, Listen his concern carefully, try to cheer him up.
Try not to make any negative comments about anyone either he is upset by your competitor or from your employee.
self respect and facial expression matters alot to the customers and they are always right so try and control your expression to the lowest level and be calm till the situation is resolved
Let the customer Vent out first do not react to his abusive comments as no one will abuse without any reason, try and get the reason why customer is so upset that he had to abuse on a business call, once you found the reason it becomes easy to tackle such customer and you can sugar cost things while delivering Resolution to such cusomers.
You Don't Deal Bro
rule no.1 customer is always right
rule no.2 self respect is more important than customer
tell them speak with hard word and let them feel that you are respecting because they are your customer but they should abusive if they ever abusive again so you can as well and you don't want this you are customer you come to us we provide you help that's it no need to abusive again make them feel this
first of all listen to them, make calm and convince them that you are listening to them carefully. Start if any resolution infront of them once start and make them cool think about the economical viability & if not economical or beyond our scope of work suggest them a good solution.
The best way is to stay calm and quiet and listen to the abusive customer and not react till you sure what the issue is. we need not take the abuse personally as he is frustrated at a service or a product. acknowledge and see if there is anything that can replace his abuses...and apply replacement only if the case is genuine. if he is still abusing and it is not in your power to resolve the issue. call a higher management to help in resolving it
First Principle- The Manner of facial expression and voice mode/tone.
Second Principle- Say yes/OK(seems to side with the customer), keep eyes straight on the customer, pay attention.
Third Principle- Never argue/challenge the customer at the moment.
Fourth Principle- with Honesty & sympathy, respond to the customer with explanation starting from how the customer thought could have been the best way to be done, gradually chip in the company policy with open space for the customer to re-joined.
Fifth Principle – Treat the customer as VIP(if possible offer special chair/office), then let him/her know you are calling the main/senior Boss to come.
Sixth Principle – Senior Boss: Talks but side with the customer first, then tell the customer the possible options to resolve the issue with all possible assurance.
