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let him/her speek, and pretent that i am agree whatever your concern is(without commiting).
The best solution is to empathize with them , make them feel that your goodwill is also at stake by giving them the idea that you genuinely care about their problem and show them that you are making efforts to resolve their issue , keep in touch with them and constantly update them about the progress on their issue or a complaint If you already have the best customer service ,they would already know.
the best way to handle he/she to give him/her complete time to explain his/her problem or complain and do not argue or answer till he/she keep calm. and let him/her feel that you are listenting him/her carefully or giving attention to him/her with you full attention.
listen to the customer, understand the difference between hearing and listening. Reassure him that you are there to help him and he is talking to the right person. Don't interrupt him and look for the opportunity to interject yourself into the conversation.
Remember don't let the customer do all the talking, it would give him the conversation control while You need to be in control. IF you lose control of the conversation you cant be of any help and he wont listen to you.
The best way to handle the aggressive customer to give him/ her importance first listen to him/her than ask them that he/she is the most valuable to us and we understand your requirement and try to conveyance them their requirement is on the priority list first we solve your problem then we take the second customer.
The best way we can handle an aggressive customer is to talk to him/her courteously and help him feel that he is well attended and if in the case that there is a no of clients waiting let explain to him that you will get back to him immediately.
Angry customers are one of the biggest challenges for Marketing/Sales persons. These frustrated individuals can quickly ruin the day particularly if you do not train your staff to handle complaints competently.
The first step in resolving a difficult situation is to diffuse the customer's anger so they are ready to listen to your solution. We have five ways to take the wind out of an angry customer's sails.
Begin with Listening
Most irritated customers need time to vent before they are ready to listen to what you have to say. Give them that time right from the beginning – actively listening to the complaint so you can get to the underlying problem and a possible solution.
Do Not Answer Emotion with Emotion
It is easy to get emotional when someone gets angry with you. However, the furious customer on the other side of the counter or phone line is likely not mad at you – but rather angry at your company. If you can avoid taking the complaint personally, you will be more likely to respond to the customer's anger with calm and patience..
Watch Your Tone and Volume
The best way to counter a high volume from a customer is with a low one that exudes calm and patience.
Apologize When Needed
There are times when a customer is angry over a legitimate mistake made by your company. In these circumstances, an apology is in order, and since you are the official representative of the company at that time, you are the right person to offer that apology.
Take Responsibility and Take Action
Once you understand the customer's complaint, it is time to take action. Since you are the front line for this particular issue, you automatically become the "go-to" person to find a resolution. Even if you have to bring in another employee or department to rectify the situation, it is important to follow up with the customer personally so that they know you are seeing the issue through to the end.
Handling Aggressive Customers is not an difficult task. Just Listen to them and ensure that your are available to resolve his issue. once they get feeling someone is there to help them they will be understanding and easy to handle.
