Register now or log in to join your professional community.
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.”
Flat face, no response, no words, act as if customer is acting awkward
Let customer cool down, take customer politely.
Once a customer came to me, very upset, was my employee's mistake.Customer burst out at me,, use foul language and harsh words.
I listened to customer very politely solved problem and ask, in a gentle way with a smile.Sir, if one work its expected that will make a mistake too.cause no one is perfect,if we spent time in anger we lost a precious time of our life in quarrel instead of solving issue, so lets solve issue instead of wasting time over quarel.It works. beleive me....Next time he came direct to me, sit there with me and spent lots of time discussing different issues
Customer is my friend now.Hope it make sense....Customer is your money and profit, if you burn out in return it means you are loosing a customer a profit, is like burn you money, all smoked out.Handle with care, its a matter of a fragile piece.
Hope you understand
I agree with you Gopal but the question is repeated several times in this speciality earlier
Firstly, don't allow the situation to get out of hand, try hard to neutralise it.
Apologise to them & take the blaim upon yourself even you aren't in the wrong because you treasure the business relationship more than anything else.
Create a warm atmosphere that will bring about an effective & pleasant dialogue intended to settle the differences amicably.
Talk through things, discuss the way forward & negotiate amicably to come up with a win-win situation where the customer will be delighted & you will be delighted too & the confidence will be reinstated.
Provide assurance to the customer that you will fight hard enough to ensure that such situations are eliminatedin future. Thanx for the invitation
Thanks for the invite ............................ agreed with the answer Mr. Zeeshan Tariq
You must be professional and diplomat
Question: What happened?
Listen: Listen actively (Note to better understand the problem)
Rephrase: "So what happens, is that"
Make him sit: sit, he will speak softer. You take into consideration, it is quiet.
Explain: Quickly (this is not essential for him) eventually recognize your mistakes.
Propose a solution: According to what is possible and your level of decision. Look for with him the common solution.
Conclude amicably: Always essential.
Stay calm, listen attentively to the customer & try to resolve his/her grievances
According to first i will ask customer about the problem, then will try to resolve his problem with the help of the manager, also will give some flowers or choclate to initate first step of friendship.
meet the angry customer with manager, try to solve his problem, make friendship with the customer by reminding him the brand or by giving flower reminder, celebrate his birthday or anniversary. then he will be your customer and he will start writing your 1-2 brands
firs of all listen and acknowledge the customer, take action on his complaint and apologies for the inconvenience and encourage them to return by using OTH.
Stay calm and always listen to their grieviances and speak after they have said all they want to say
Believe listen apologize satisfy and thanks
