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just say you're sorry.even if the customer is being unreasonable, apologize outright and ask how you might help resolve the issue.and if you've come across a barnacle,then move on.
First, we have to listen carefully on the customer's complain, then empathize to what they feel; say sorry and make them feel your eagerness to help them resolve whatever complain they have, and make sure you will do your part to resolve it.
1. Remain calm. When a customer starts yelling or being otherwise rude, there is nothing to be gained by responding in a similar manner. In fact, that will probably escalate hostilities. Maintain control of yourself, even if the customer’s tirade makes you feeling like yelling yourself.
2. Don’t take it personally. Remember, the customer is not angry with you, they are displeased with the performance of your product or the quality of the service you provide. Your personal feelings are beside the point.
3. Use your best listening skills. The first thing an angry customer wants is to vent. To do so, they need someone to listen—and, for better or worse, you are that person. Listening patiently can defuse a situation, as long as the customer feels acknowledged in his or her complaint. Hear them out. When they are done talking, summarize what you’ve heard and ask any questions to further clarify their complaint. Body language can be critically important here. Keep eye contact. Stand or sit up straight. Keep your arms uncrossed. Show how closely you’re paying attention to their problem.
4. Actively sympathize. After the customer vents, he wants to know you understand where he’s coming from and how he or she feels. Express sympathy for their unpleasant customer experience. Respect and understanding go a long way toward smoothing things over.
5. Apologize gracefully. Whether the customer’s complaint is legitimate or not is really irrelevant. If you want her to stay a customer, you need to express an apology for the problem they are having (or perceive to be having). A simple, straightforward statement is often all that’s needed: “I’m sorry you’re not happy with our product. Let’s see what we can do to make things right.”
6. Find a solution. Once you understand why the customer is unhappy, it is time to offer a solution. Ask him what he feels should be done or put forward your own fair and realistic answer to the problem. In most cases, that’s all the customer is looking for—and may result in providing some degree of satisfaction.
Very simple. Solve the complain and make sure to inform the guest about the action taken. You dont have to think twice on this as the guest is most important for your business to succeed.
Here is my formula: listen + listen again to make sure it's shortage and it's a valid complain+ figure out what he wants exactly (coz people cannot tell exactly what they really want) + tell that you will get back to him on certain time within certain communication channel (Facebook,email...etc) + reflect to your company policy/ supervisor + Match between what your customer want and what your company can offer + call him + tell him that you did the needed research + offer the solution with highlighting that it match or come close to what he/she expect + see the reaction + don't apologize but confirm that it'll not happen again + send to PR to send complimentary gift (even "happy birthday" email")
Hello Team
Why My Account is not Showing as Premier Account
I have Purchased Premier Service and the Amount has been Deducted from my Account
User Name :
Regards
Vasim Kudchi
1- Stay calm
2- Listen well
3-Acknowledge the problem
4-Get the facts
Finally ... Offer a solution
