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i would look for validation. is he telling the truth or he is making things up.
always look for validation and reasoning.
if his case is valid i will listen carefully and offer support and solutions,after all you need a satisfied customer .
If the prblem is in the product, I will work on satisfying the customer and fix the product. If the product is working fine but it didn't meet the customer's expectations and we provided him/her with the wrong or unclear information, I will retrieve the product (if within company's policies) or raise the issue with my superior to handle the issue and correct or clarefy our marketing messages. If that is not doable I will try to help the customer by finding him/her a another customer for the product.
If non of the above, then it is mmore likely to be a customer's problem, I will try to end the discussion without harming the customer.
I Would kindly request him to calm down and ask him to give his remarks in writing on feedback form
assure him improved, better and quality services in future.
Also would request my management to take special care of this customer.
I will ask one question after listening to him what made him so angry? May be there can be other issue if not the product performance. I would calm him down by letting him know that thequick action will be taken for the problem, and the report will be given to him. I will appreciate his valuable inputs.
