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Both has its own advantages and disadvantages but Mostly Telephonic conversations are more doable because the entire focus of the customer is on what he speaks and what he hears from you and therefore you could play it well without any interruptions.
You can handle angry customer in both way over telephone as well as face to face,
Face to face is having more chance to calm down your customer as you can also read his body language First you have to listen his full query very politely once he finish then you can explain your point while arguing try to listen him give him priority to speak if he cut your dialogue you should stop yourself and give him attention.
Either over the phone or Face to face if you adopt this way you can handle your customer easily it may take your bracket time long but at end you can satisfy your customer well.
It all comes down to the skill you have posses to deal with such customer, sometimes it might be easier to deal when face to face, at other times better when you are on the phone, in many cases you should be prepared to tackle both situations as rarely you might have a chance to call the shots. In other words the customer might storm in your office before any call. As long as you remain professional you will not have any issues with most the cases. There are exceptions of course but its best to minimize that as much as possible.
An angry customer is 'angry', irrespective of whether on phone or in person. It all depends on how well I speak to the customer politely, without loosing my composure and apologize immediately, if we are in the wrong. If not, try and request the customer calm down and give you a few mintues to explain and assure to sort out his/her problem to the best of your ability.
Best Regards,
Pratiba Bidadikar
Base on personal experience I can say that it is much easier to handle irate customers over the phone than face to face because you just have to SOUND empathetic over the phone to convince and calm her/him down. While in face to face scenario, you have to ACT and SOUND empathetic to make him feel understood.
For me both, i can handle both, but regarding the face to face you should have a good body language skills to handle it with convincing power boom that's it, while by phone you just need the convincing power only.
As i have been trained and experienced in handling irate customers, it is easy for me and i find it challenging and motivating.
Both for that i can do it i have been in the field for almost 12 Years i can Handle both customer like you child when he's angry he need only a candiles to stop shouting or to keep his anger down ,
People have moods and Patience is the key.Psychologically, human aggression doesnt last for long if he/she will be treated with patience and politeness. Telephonically, the customer will be loud & fierce because he has to say what he has to say and on seller's end listening is the only way to calm him down. Customer has to finish with what he has prepared himself for.Good or bad thats seller's luck. On telephone the customer should be asked politely to visit the outlet for the possible solutions. If customer doesn't agree to that and keep on complaining then it means he is totally not in a condition to find the solution but just to have a verbal fight and threats. At one point customer will pause for seller's reply and a polite accent should explain him about the company's policy which will eventually calm him down.
On the other hand, if the customer agrees to visit the outlet then the seller should respect him and treat him seriously for possible solutions. Offer him a drink and give polite gestures before explaining him about the company's terms and conditions. Show him written scripture of company's policies and give him time to read and calm down.
I can Handle both of them specially if its face to face castomer
First thing I listen to customer carfully to understand his issue and then keep him calm and explain to customer in a many ways how we can deal with this issue and i will make sure the customer is happy with our service .
