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Approach the irate customer and introduce your name as part of the team and you shall further handle his/her concern with utmost attention. Bring him/her to your working area and offer him/her a drink. From then, start providing solutions to his/her concern.
We need to Greet and Apologize the Guest their matter what is happening then, we have to listen to the guest what is there complaining is all about then after that we will explain and apologize again to the customer.
Understand the customer needs is one of the key element not let him shout, plus we need to understand the root cause of making our customer shout, for sure he is not shouting personally but because some major issue happened to him and let him reached to this level
steps to fix the issue is
1. Apology
2. mention your name which gives a confidence to the customer
3. understand what does he needs
4. invistigate the problem
5. if you can solve it solve it or send it to the concern department or person
6. keep follow up and call the customer back (dont wait until he call you back)
As a customer service lead, I would first greet the customer and apologize for the inconvenience caused and then try to first calm him/her down by offering them something to drink and make them comfortable to sit and relax. Post the above, I would then try to understand the exact cause of the customer venting at our staff and if the issue is geniune and within the purview of the scope of my role, I would personally try to get it resolved for the customer with immediate effect.
Also, if the issue raised by the customer is not geniune and not in my purview then I would call up my superior/s and associate the customer with them so that the customer get the satisfaction of some action being taken for him/her at that point.
By doing so, I feel it would be a win win situation for the customer and the organization as we would not loose an angry customer for one issue and also try to potray/project an image of a user friendly envirnoment for the client and staff alike.
Customers are not always right. Don’t let them control your emotions and destroy your day. Just stay focused, motivated and be professional enough in dealing with complicated/ difficult clients.
Make Employees Aware/Set Up Reporting System
Listen to customer first, Apologize, Solve the problem and thank the customer
say Sorry for inconvenience and try to separate him/her from rest of the customers.Try to use positive and kind words to normalize the person.
The key to solve this issue is the Self confidence. the customers become more angerys if the agents was spineless, then you can control the call and manage it .
