Register now or log in to join your professional community.
there are different ways to handle the angry customer when wrong commitments are done by colleague.1. We should calm the customer with politely and excuses manners by offering him tea or water if any available.2. Try to find the problem and its solution as soon as possible.3. You should keep always ready yourself to get satisfy the customer with alternate solution if any.4. We should make daily/weekly meetings to avoid such wrong things done by our colleagues or juniors.5. Try to learn customer reading it can be help to approach customers thinking before he/she speak.
Listen
When a customer is mad, he will really tend of talk a lot, might curse and will surely shout at you. The best thing to do is to listen. Understand his feelings. Empathize and let him feel that you have truly understood where his anger is coming from. Always be patient and listen to what he is talking about. Not understanding the message he is trying to deliver across can make him angrier since you will have the tendency to let him repeat what he just said. Be KEEN with the details.
Apologize
I know it is not your fault. However, you do not just represent yourself. You represent the entire company. One mistake of an agent reflects the image of the company itself. Hence, you just need to sincerely apologize but do not blame your colleague. Never put down any of the members when talking to the customer since all of you represent the entire company. Just assure him that this mistake will never happen again.
Rectify
Assure the customer that you will rectify the situation. Give him the impression that you are confident in dealing with this situation and you are an expert who can provide the best solutions. Since you have all the details, think of the best solutions as quickly as you can. Waiting time can also aggravate the situation.
Once you are done rectifying the situation, thank the customer for his patience and cooperation in working with you to fix the mess and always assure that the mistake will not happen again.
TIP: You can utilize a professional but personalized tone and delivery. This will help neutralize your customer's surge of emotions.
Listen to the customer carefully without any interruption. Let the customer feel that you understand and carry on the problem . Excuse a limited time to solve the problem and back to him, send an compensation to the customer. After solving the problem, back to the customer in the same duration with the result.
Listen to the customer try to understand the commitment made by the colleuage.
Try to offer solution or an compensation in order to make customer happy and continue working wity your company.
some times some small compensation can result very good and customer action will turn around and this could be beging of new realationship.
