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a very angry customer, talking to on the phone and he is not giving you chance even to talk to him, what would be the first answer for him to calm down.?
I apologise for the inconvience occured from our side,if you allow me i can give you a solution to sought out the problem.Definately customer will give you a chance to speak up and resolve the issue.
There is a great difference between a customer who is always angry on the phone and that who is angry because of no reply from our company after several phone calls.
In case he is always angry, this means he has temper issues. In this case he will be asked to calm down and deal with things in a professional manner or reply in few short words that we cannot reply to customers with this temper.
In case he called many times and no reply. In this case, we will calmly ask him to explain his problem and issue and show highest level of assistance to solve the problem. In case he cooperates very good. In case not, we transfer the issue to higher management.
Worst case scenario is asking him to give us his phone number and email and we will reply to him very very soon.
Bottom line is that no matter how angry the customer is, the employee must always stay calm and act professionally and never to give a bad reaction.
