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Keep calm & listen, let the client burst out, until that happens, client will not cool down, once he / she is spoken out, offer a glass of water and then make your point.
A few tips:
- Listen carefully to what the customer has to say, don't interrupt but do this while you keep moving them to a more quite area. Movement helps to neutralise the irritation.
- Ask questions in a polite and considerate manner.
- Summerise the requirement and then act to provide a suitable option.
- Remember" The customer is King" if he has a doubt or finds the solution un-agreeable, it is wise to ask the customer, "What would be an acceptable solution to you?"
- a smile and a kind word goes miles with an irate and unhappy customer and more often, the dissatisfied customers find a solution but just having you patiently listen and empathize.
- last but not the least, a skilled professional is able to fit any requirement according to what he has to offer without offending the customer.
Good Luck !
Allow him to say all that he wants to say by listening quietly and not reacting back.
Apologize for the inconvenience and assure him that you will look into his problem.
Let the customer talk until the customer finished his talking. Then you explain.
Listen completely politely even the mistakes with him,start advise only if you feel that he is coming down. Bring some additional topics inbetween like his proffession,family and try to praise him.
1) Show sincere empathy. Apologize for any inconvenience.
2) Communicate proper understanding of the issue. Customers must feel that their issue is the most important one of the day.
3) Ask probing questions relevant to their issue.
4) Provide resolution, self-help options and preventive measures to avoid future inconvenience.
5) Powerful recap: Briefly summarize what has been accomplished and offer additional assistance.
let the customer speak to the end with a strong listening attention then start negotiating with him
