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1. Remain calm. When a customer starts yelling or being otherwise rude, there is nothing to be gained by responding in a similar manner. In fact, that will probably escalate hostilities. Maintain control of yourself, even if the customer’s tirade makes you feeling like yelling yourself.
2. Don’t take it personally. Remember, the customer is not angry with you, they are displeased with the performance of your product or the quality of the service you provide. Your personal feelings are beside the point.
3. Use your best listening skills. The first thing an angry customer wants is to vent. To do so, they need someone to listen—and, for better or worse, you are that person. Listening patiently can defuse a situation, as long as the customer feels acknowledged in his or her complaint. Hear them out. When they are done talking, summarize what you’ve heard and ask any questions to further clarify their complaint. Body language can be critically important here. Keep eye contact. Stand or sit up straight. Keep your arms uncrossed. Show how closely you’re paying attention to their problem.
4. Actively sympathize. After the customer vents, he wants to know you understand where he’s coming from and how he or she feels. Express sympathy for their unpleasant customer experience. Respect and understanding go a long way toward smoothing things over.
5. Apologize gracefully. Whether the customer’s complaint is legitimate or not is really irrelevant. If you want her to stay a customer, you need to express an apology for the problem they are having (or perceive to be having). A simple, straightforward statement is often all that’s needed: “I’m sorry you’re not happy with our product. Let’s see what we can do to make things right.”
make sure that the customer gets what he or she had ordered.
allow the customer to reiceive is goods as per in his order.
allow the customer to tally your invoice and is order in terms of payement.
allow the customer to check the expiry dates of goods.
make sure the customer receives goods in good condition
make sure customer signs invoices to ease later payments.
After listening to the customer's complaint carefully, let the customer be comfortable and explain things to him/her in detail. If you find a rational and on point complaint from the customer, contact the concerned department, take remarks and feedback from the customer in handwritten form and forward it to the superior management. And if the customer has pointed something out (may be a flaw or a breach) by his/her personal opinion, note it down and take the information to concerned authority to take care of the issue.
By showing him/her good hospitality,like the aproach,care and your apearance in smartness,your audibility and humble
time to talk, ability to express self, need, demand, and satisfaction to value or price.
