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As a customer service or call attendant
Clients are never difficult but situations are, it will be important to understand what makes the customer react the way we cannot handle. The answer usually lies when the customer expresses his/her thoughts, hence, listening for the the key pain points will help win the customer in future. Momentarily it would help to step back and get as much information as you can. Once you have all the information its time to do your research, and get back with a solution on the committed date & time. Customers love commitments and honesty, and if you are able to channel that flow well, you will win hearts.
The first and most important step is to listen to the customer carefully an faithfuly and pay attention to every comment he or she says. You also must give him the feeling that you are here to help him and that you are willing to solve his issue by any means possible which surely is what you will do. After you hear the customer to the end and understood his/her situation clearly, you should start doing your job which is achieving customer's satisfaction, by doing the needed procedure and even more from your side. A thing also to keep in mind is that you must be very careful of using your facial expressions and voice tone, because these two play a huge role in controling the psychological condition of the client no matter how tough the situation is.
