How to deal with an angry customer that is complaining of his defected new product . From Technical and Sales Side.?

firstly, hear him out......then inform him that this could be a manufacturing defect.....give him a new product which is working well.......take the defective product from him......get it repaired and replace it......

Thanks...!!!

 

>patience,listen what they want and solve the essue.

>donnot angry back to the customers.

There's a lot of different person and different attitude and its on us how to handle it.I will ask why it is defected if she/he checked it before she/he paid for it.And if not i will explain what is the policy of the company in a defected product in a low voice and correct manner.changing information between the customer and sales assistant would help to solve the problem.

- change the product whit a new with a new one

- trying to sell another product with the same specifications

- or give the money back 

 

 

It is natural for a customer to become agitated if remedy to his/her satisfaction is denied on a new product found defective.

Pacification in the first place is a must. Calm the customer down by listening empathetically. 

Repair or replacement of the product depends on the value of the product, product itself and of course the place of the purchase. There is a difference between a smart phone and car as a product. Similar way the local law plays a vital role for the customer to become agitated if replacement is denied in the first place. For example, in Oman, any kind of defect found on any kind of product within days of the purchase to be replaced without any defence.

at first have to handle them nicely without being udner their influenc, then wil try to understand the problem with listening to them since the customers always wants to be listened, then with the authorisation from the company and based on how big was the purchase in amound will try to repost the product and with a VIP treatment for sure.

by providing better service to defectede product and will try to make the customer happy the customer

 

Firstly, a customer whose new product is defected has to be handled with great care because an incident like this can highly affect on company's brand image.

Secondly, the sales representative has to listen to the customer's grievance with patience and calm him down by empathizing with him. Most of the times the customers who are complaining about defected products need to be patiently heard and appreciate empathy shown towards them.

And lastly, once the customer grievance is patiently heard and understood, the sales representative should produce him with a suitable solution if its under his authority or ask the customer for some time while he gets the approval from his respective manager who has authority for providing solution. Follow up in either case with the customer whether the solution has been satisfactory or not. 

Listen to him calmly understand his/her problem try to resolve it on call and if not possible tell him to go back for replacement and help them out also in technical support.

Few steps will be effective in this case. 1. Most important thing is to listen the customer carefully and not to argue with him. 2. Then, verify through cross questioning based on your product knowledge and functioning to ensure that product is defective or customer is right or not in his her claim. 3. If customer making wrong claim for which you cannot process a claim then politely tell him about your limitations and if product is not defective then educate the customer about it's use. 4. If customer is right in his or her claim or your product is defective then according to the set standards tell the customer that you are processing hi or her claim and guide him politely about all the procedure. 5. Communicate the customer about turn around time for complaint resolution.. 6. Make value addition for the customer by providing him or her the relevant's contact information for follow-up. 7. Process his or complaint and keep follow-up for it's resolution. 8. Inform the customer when product is replaced or repaired. These steps will not only help to handle such a customer but also to satisfy and retain the customer for future business.

1. Remain calm. 
2. Don't take it personally. 
3. Use your best listening skills. 
4. Actively sympathize.  
5. Apologize gracefully.  
6. Find a solution.  
7. Take a few minutes on your own.