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Make sure you don't say anything offensive to put them off even more listen to them patiently. Stay calm and humble, try to address their problem and assure them it will not happen again. Make them believe you care and are there to help them sort out the matter.
You have to make sure to stay calm,do not lose your composure. The best way to handle an aggressive customer is to create a comfort zone for them by always offering alternatives and then back off and let them decide.
JUST KEEP CLAM YOURSELF AND LISTEN HIM/HER FIRST THEN HAVE A SMILE FACE AND GIVE THE FEEDBACK.
It is in fact quite simpler to handle an aggressive customer than a passive one because at least the aggressive customer vents out his/her feelings..dissatisfaction. By listening him/her patiently and understanding the reason for the dissatisfaction, we can give me the best resolution. We need to probe for the reason of dissatisfaction, calm him down not only by usage of power words but personally follow up with the various teams if required and ensure his grievances are resolved. There might be certain protocols by which as an individual we might not be able to deviate, however with the permission of Sr Mgt via right channels we might be able to take a deviation to ensure the customer's chronic concerns are addressed and resolved. If it is not possible at all from our end, then assertively inform the customer about the restrictions we have and ensure that we have the customer's consent on the same. This can only happen if we as an employee take ownership, have thorough process knowledge and follow up with the customer and the various teams associated within the timelines promised. If each employee does this, then i am sure our % of aggressive and non satisfied customers will reduce.
Self-control is the ability to control one's emotions, behavior, and desires in the face of external demands in order to function in society. In psychology it is sometimes called self-regulation. Self-control is essential in behavior to achieve goals and to avoid impulses and/or emotions that could prove to be negative. In behavior analysis self-control represents the locus of two conflicting contingencies of reinforcement, which then make a controlling response reinforcing when it causes changes in the controlled response. Thank You.
The best way to handle an aggressive customer is to be calm, listen to his grievances carefully before reacting, probe him to better understand his problems. Once the cause of the problem is known, try to find a best solution to the problem. The aggressive customer calms down once he knows that a solution has been found and turns into a happy customer.
Need active listening, do not interrupt the customer, ask for pardon or apologize, empathize, stay calm, and focused on the desire to resolve the customer's problem.
Stay calm and focused on the desire to resolve the customer’s problem. When confronted with anger and aggression, the normal response is to prepare for fight or flight by producing adrenaline. If you have to, pause and take a slow breath. Do not allow the customer’s anger to provoke you.
impress him/her with my good manners , and giving him /her what they want within my ability .
An angry customer expects that his grievances are heard and seeks attention... whatsoever may be the cause.. whosoever may be at fault.. . we need to listen to him actively, apologize and be empathic during the entire conversation.. and give him a solution, and yes, ensure that the customer has no further reasons to be angry.
First, you need to put yourself in your customer's shoes. That's feel the pain of your customer.
Then, it will be easy to show empathy...a corner stone in handling an emotional customer.
Make sure you know the problem very well. Don't argue, and don't take offensive words neither. If you hear an offensive word make sure you mention that you are sorry to hear such a word and that you cannot accept it....in a very very polite calm way. Direct your customer towards the problem and discuss the solution/problem ...not people.
Usually, people calms down when they listen to the solution of thiier problems. If you don't have a solution either escalate this issue directly to a higher level, or mention an approximate time when this solution might be ready....don not blame your organization, manager, your IT systems...etc. Stay calm....if the customer insists to be offensive, escalate it to higher level, or mention that you cannot help them if they insist of being offensive.
Take it as a challenge, not a burden...and remember, don't take it personally. People just want to get their issues resolved.
