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- Listen with interest
- Listen with respect
- Listen and write notes
- Do not put your self in the defense, but do not attack
- Show your involvement
- Try to find out the reason
- Try to find out what does he expect (what may make him happy)
- Take the necessary action
- Never make promises you cannot accomplish
First start listing to customer, let him speak and give im time to express his emotion, , listen and have eye contact with th customer, show you care, calm him down, interact with customer and then resolve issue that his iretate about
Irate Customers are usually those people who have lots of time in hand when they call, and they seek more attention than a regular customer. First of all you need to keep very calm, and forget the personal things in mind for that moment and then listen to the Customer (each and everything that he/she wants to say) and provide the solution and make the statement that -
"Now I guess that your issue has been finally resolved, Is there anything else that I can help you with??"
Irate Customers becomes more skeptical when you transfer the call to someone else, so try to solve the problem yourself, line transferring in this case leads to nothing but disaster.
In some Cases the Customer may not like you or your way of answering or resolving his/her issues, you cannot satisfy the customer yourself even if you take whole day if the Customer has asked you even once that May I speak with someone else.... In this Case, politely keep the Customer on hold and transfer the Call.
Rules
1. Customer is always right
if Customer is on the wrong side the follow the rule two
2. Read the rule one again
You should be calm and always listen clearly what he/she is trying to say or saying.
Customer is always boss and can never be wrong, period. never put off that smile
Dealing with an irate customer is to take the H.E.A.T. (Service Plus Technique)
First try to relax yourself and listen carefully to the irate customer/s what is his/her concern all about or problem/s regarding the services, note: don't talk if the customer is still talking the time you will understand all is the best way after to answer the problems and try to calm down the irate customer to give her/his a better and good solution or answer.
