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Interact politely with the customer, show the customer that you are eager to help them with their complaint and think fast solution to resolve their issues.
First thing is to interact with the client politely. Know what exactly is the problem. Acknoeldege & show empathy. Then try to resolve the issue in a timely manner. After resolving the issue, ask the customer if there is anything you can further assist him with. And if it would be applicable, advise customer of self help options.
First listen to the customer, let them talk first and when their done,you will know the reason why their upset,empathy with sincere voice and let them know that you are here to help them and assurance that at the end of the call their will be a smile on their face.
Don't shout back. Ask him nicely to keep the conversation calm in order to be able to help him. Don't argue with him, try to know what he wants and help him. If he keeps shouting ask your manager to handle this, or inform the customer that you cannot help in this way.
what i used to do is let the customer speak shout spitted out his anger grievances, naturally after it he would be relax then i offered him a glass of water a chair, then problem solved. Remember Patience is a Virtue.
Listen to the customer to figure out why they are upset. Listen to the customer to that why the complaint arise with more cool situation, try to give more respect to your valuable customer and try to cool down the customer by solving the problem and complaint on priority basis
if things are beyond your control, take help of your senior. don't try to stop him and also don't loose your cool. Politely try to take him/her in manager's cabin and after sometime the customer will cool down , offer a cup of coffee, first he/she will refuse, insist for coffee he/she will accept and will be normal. then listen to the problem, immediately take appropriate steps to resolve the issue. believe me the customer will become your friend forever and will never shout again. This was happened with me and I handled the way I explained above. The customer after some invited me also on his daughter's marriage.
I keep calm smile and ask help from direct managers or his representative
