What steps should a customer care executive take when a customer is yelling about a problem in his product ?

1- Listening very carefully without saying any word.

2- Ignore bad words.

3- Eye contact.

4- Let your customer feel that you're really care about his problem.

5- Make your move when your customer stop talking and start with apologize.

6- Talk with your customer about how you are feeling and estimate his complains.

7- Work together to solve the problem as fast as you can, He may apologize in the end when he got this attitude from you.

Steps for Customer Care executive: 1.
Listen to the customer patiently.
2.
Ignore Un necessary words.
3.
Have sympathy and caring towards him.
4.
Use soft skills with smile and an eye contact with him.
5.
feel sorry about the problem and try to solve it quickly.
6.
Assure to take his feed back for future better service to the customers.

Its all about how you deal now...1) Let him vent his anger.
Dont EVER EVER interrupt a customer.
Let him speak and shout or yell.2) Listen to every word he says.3) Dont take it personally.4) Once the customer stops, empathise, Take ownership .5) Assure the customer that you are there to solve the problem.6) Paraphrase his problem.7) Come with a solution, Or plan of action to solve his problem.8) Follow up with the necessary team till its solved.9)99% of the times the customer who has yelled at you would later praise you for your patience and understanding and who knows might even drop a email about the service you have given.10) End of the day he would become your BRAND AMBASSADOR , and Advertisement through word of mouth would start from him.

Patience and restraint Addressed to solve the problem of the client properly To provide for the client and drink calm Customer care as required and rectify errors

- Show your enthusiasm to help by smiling and by providing a kind gesture of empathy.
- If you can, try to calm them down first so you can both communicate better.
- Listen and carefully understand what is wrong with the purchased product.
- Always be courteous as you respond to not further aggravate the customer.
- Provide the best solution to the problem (i.e refund, replacement or in a worst case scenario by inquiring / escalating further to your line manager if the customer's demands are not resolved) - In closing, do apologize for the detriment they went through, assure them this will be raised with the specific people concerned as to further improve our products and services.

initially understand why the customer is upset? take full knowledge on what is the problem> once this is done try and calm the customer down by showing you understand the problem give possible solutions, in relevance to the problem, and run them by the customer and you decide what the best solution is> as a customer executive the first solution to a problem is listen

it is all about good listening .