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Business Analysts and project managers often overcome this situation during project implementation, and negotiations during pre-sales, and I think the best way to tackle such situation is to negotiate. Often, prioritization of the requirements is the best approach which has worked for me. So, for that work breakdown structure should be precize and accurate. If any additional requirements are asked, we can refer to the WBS, and negotiate in the prioritization. In this process, some in scope requirements can be listed out of the project requirement list, and new requirements can be accomodated. As per project management, we cannot give freebies, as that will impact the project cost and estimation.
We quite often come across such customers who are aggressive and adopt such unconventional methods to put Enterprises in such a situation that they end up providing them additional benifits to get away from such awkward situations.
However we can not deny the fact that at times enterprises are the one who give them the reason to do so as well, either by communicating beyond product/services actuals or by creating high expectations and delivering low. But having said that even the enterprises who are completely customer centric and deliver the best as per expectation are no exceptional to such situation.
There are various ways to handle such situation , however the best I feel is to have an all round approach so that
1, The customer is being handled at its best
2, Other customers who see eye witness, must be delighted by the enterprises approach and also seeing the approach they would not be motivated to get into such situations with false claims.
For an instance we can imagine a customer in a retail floor creating such aggressive situation to reap some benefits ( Usually this is the place where there are maximum number of such cases )
Most of the time the customer is High on his tone and his body language is very aggressive some times even violent.
There cannot be an alternative but, at any given point in time the agent handling the customer must be polite and respectful to the customer
1, We need to make the customer realise that he is in a public space, where there are other people observing him and that his actions are been recorded on CCTV ( CCTV plays an important role, since every action is an recorded evidence and this would bind a person in certain limit of aggression )2, Engage him in talks as polite as possible, question him on his issues. If the issue is genuine do accept it. However we need to explain the actual scenario and gap
3, Understand the actual issue, explain enterprise point of view or the gap. Ensure that explanation is not too lengthy it is to the point and to his issue relavant.
Many customers generally do not accept their mistakes if any, do not try that the customer accepts his mistake, in case even if they are how ever ensure that the realise the same. Try to use statements such I would have reacted the same way as you did if i wouldn't be aware of XYZ etc. or Sir we appreciate probably this would help us find an new angle in the situation however this is the best.
4, At no point underestimate enterprise product or brand, highlight the best of the brands and its customer centric examples, explain the benefits of the product and its features.
5, Do not try to deviate from the enterprise policy, do not promise any goodies to customer. give him time to understand the situation and run thru his mind. If possible provide him a sitting space ( in a highly visible space and provide him a glass of water or juice if possible )He must realise , others are observing him and that he is not getting any benefit out of it ( Once given is a signal for second chance ).
Treating him with respect will definitely bring him to your shop floor next time as well. Words play the most important role in the entire process.>>>>>>>>>>>>>>>>>>
