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At first, share with her/him his irritation. Let him feel that you are on his side, then, gradually, after he feels that you are a friend, start driving him (very carefully) towards your goals.
Customers need someone to FAITHFULLY LISTEN to them, not to directly attack them by interrupting them and start clarifying/convincing them that they were somehow wrong
Remain calm
Listen actively
Repeat his concerns to show that you have understood hid problem
Sympathize
Apologize
Wonderful question. And my answer would be I'm going to to leave him until I calm down and listen to me
Once in a while you get a customer who behaves quite obnoxiously.Best thing in such situations is to remain calm and listen carefully and acknowledge his concerns and empathesize with the customer while doing so you will be able to understand his/her concerns and could be from competitor or your own colleague or his /her internal issues which may be reasons.Just show you are with him/her and are here to resolve the issue try to become a consultant this will pave path for your presentation.
You have to put him/her at ease to get him/her to listen and use escalation within the company's policies, or to put him/her at ease by responding to thier request(s) if the company's policies permits you to do that for this specific customer based on his/her value to the company.
Listen to him instead of speaking to him!!!!
A difficult customer in my mind is a person
who tries to provoke you to react in an
uncontrollable manner. The important thing
to remember—always have control of the situation
In my experience, sometimes the best thing to do is to bring a different representative in as a replacement. Ensure that he/she is fully briefed, and allow them to work from their own perception of the situation. A fresh face can often refresh the perspective of the client and relieve tension.
That is clear the client have many visitors and feeling weariness
give him more time and start with small personal help and don't use
with him sales skills, just a nice speech, and remember the hammer policy
that you need a long term to break the rock by light strikes.
I start asking questions to understand what he REALLY needs so I can reflect back to him that I am listening to him and that he matters to me.
Listen..Listen.. Understand what is his actual concerne.. Give him
Solution ..Not much argument.. Use diffrent means to divert his attention for a while..like offer tea cold drink. etc and any company gift item.. This method I used , Its work..
