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If you get a call from a customer via phone, who's really pissed off! trying hard there is no way to tackle him, how will you do that ?

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تم إضافة السؤال من قبل Zahid Mubarak , Customer Service Service Desk , serveu
تاريخ النشر: 2014/02/17
Santosh Kumar Jangid Santosh
من قبل Santosh Kumar Jangid Santosh , Area Sales Manager , SP Techno Solution Pvt Ltd

A pissed customer plays very important role in our sales carrier . He pissed due to any reason but the fact is , He is our customer so I listen him carefully what & where is the issue . If I capable to resolve the same then I set an appointment with customer & provide resolution to him. once it done, Customer depends on me  forever. Ever he or his circle require anything he make first call to me only  because he knows if he stuck or faced any issue I can provide resolution to him .

Today customer need or require only service after sales.

To do the same I raise my quality customer volume. If I’m not capable to resolve , I escalate the same to my seniors.

 

 

 

Divyesh Patel
من قبل Divyesh Patel , Assistant Professional Officer- Treasury , City Of Cape Town

One of the most important duties of any business owner is to ensure that their customers are satisfied. Often times, this includes talking to a customers who, for whatever reason, are angry or upset.

 

Tactics for dealing with an upset customer over the phone are something that can be learned. Possessing these skills will help make you a very valuable employee.

 

Steps to tackle hard/difficult customers.

 

1. Actively listen to the customer

2. Allow the client to express their opinions

3. Maintain your personal integrity at all times

4. Be sympathetic

5. Be empathetic

6. Ask questions

7. Move into solution-mode

8. Apologize when appropriate

9. Offer to try to fix the problem

10. Gain agreement on your resolution

11. Write a clear, concise log of the incident

 

 

 

 

 

 

 

amanda mwamlowe
من قبل amanda mwamlowe , customer service (Mobile Money) , telekom Networks Malawi

be an active listener,when a customer is shouting he will also be telling you his problem.Be emphathetic and jot down the key points of the tirade, then calmly confirm the points,show how you are different from other people whom the customer has spoken to by keeping your word if you promise to call back.If you cannot resolve the issue, escalate it to your superiors and get back to the customer!!!

P A Cariappa Appaiah
من قبل P A Cariappa Appaiah , back office executive , Inspire Hond

Tell the customer, that , i will connect to manager, and please talk with him, the rest will be dealt latter. 

Maryam Mohamed Abdullah
من قبل Maryam Mohamed Abdullah , Director , Red Bag Real Estate

Everyone wants a chance to feel like they have been heard and understood. I find it best to use my own voice to calm an angry client down, allowing them to express themselves and their feelings about the wrong they feel has been done to them. I take notes about their ordeal. Using a calm voice, I promise to help find a solution for them. After taking all of their contact details, I take the complaint to the appropriate people, noting to whom the complaint goes to and their comments. I follow up with the client to assure them that we are working to resolve the issue, and I stay in regular contact until a resolution is reached. I then either follow up with the client to try and ensure that he/she is satisfied with the solution that was found. Kind words and the opportunity to vent is sometimes the best solution.

mohamed sharbudeen ayub
من قبل mohamed sharbudeen ayub , Senior Sales Engineer , Faisal Jassim Trading

First its better to let the client putout his feelings fully, mean time we've to be keen to his words also. That's very important and once the client finished then we can start to talk in a amicable way.

khaled Ibrahim Sayed Abd El Salam Ibrahim
من قبل khaled Ibrahim Sayed Abd El Salam Ibrahim , Chief Accountant , -ElMehy engineering company

First I MUST be good listner in order to let him / her spell out all the angry deep isnide , then i try to make him / her feel sure that i am different than others who talked before and i will tll him / her you will receive me a call within48 hours as respond to your complain either its sloved or still pending.

 

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