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What are the skills that a customer service agent should posses? How can be firm and friendly to solve an issue with angry customer?
Remain calm
Listen actively
Repeat his concerns to show that you have understood hid problem
Sympathize
Apologize
First LISTEN. an angry customer needs someone or something he can put his blame with and throw all his emotions towards the situation. so the secret is to listen and dont talk when the customer is still talking. Second thing, APOLOGIZE. Let the customer feel the emphathy and sympathy you have for them. Third, PROVIDE SOLUTION. Nothing can ease customer's emotion but to provide them the solution about the problem he has encounter. Last thing, ASSURANCE, make sure the thing wont happen again to gain back their trust.
Dear customer,
As U have made me understand the situation or at least make up one to justify your question; I deeply suggest that U should not have a customer to reach a level that can be called an "Angry customer".
1st. customers do not get angry at a sale's person regardless of anything; so kindly get a lot of training now.
2nd. study your product v well, and learn how to introduce it to a variety of customers.
Note - If you are not a local sale's man then watch for customers that do have improper stereotypes about your race in comparison to theirs. TOO BAD, its happening everywhere in the world today.
3rd, be over kind to your customers, which in return reduces the customer's loudness.
4th, say loudly to everyone a round "I WILL ONLY SERVE ANYONE WHO YELLS AT ME; INCLUDING MY FIRST LOUD CUSTOMER". You will be surprised how everyone will be quite and work will go back like how it was before.
Check the link below for similar advices
http://www.forbes.com/sites/thesba/2013/08/02/7-steps-for-dealing-with-angry-customers/
http://wiki.answers.com/Q/How_do_you_deal_with_angry_customers
http://www.ask.com/question/what-are-your-tips-for-apologizing-to-an-angry-customer
Good luck ^ THUMBS UP4 U (VOTE+_)
And angry customer is one who has reached the boligin point with regards to the services of your company. When someone is angry the best thing to do is listen to all that the customer has to say, after listening you can decide if you can help this customer fully or not, if you can go ahead with the steps, kindly and calmly help them out, NEVER say I'm sorry I cannot do something, always try to say I will try my best to help you and ask your superiors for advice on cases on non-standard customer serice issues.
An angry customer is the one who feels he/she is most loyal in availing services from you hence, in such case you must first let them speak and listen to them carefully to know how best you could resolve the issue and make that customer to avail your services again and again. Remember, only5% of yor customer base will walk and let out their grievance, rest will either go to your rival (i.e. loss of revenue) or they are happy with your services.
When a customer complains then he need attention from you so you should listen to him clearly with out asking too many questions and provide other options in a professional and diplomatic tone which then calms the customers.
The Customer then will feel confidence in the company.
Customer are the source of income for the company and eventually us. When a customer is irrate/angry, we must give them a chance to vent their concerns. This is the most important step. Once a customer feels we have the patience and attention to address the issue, the customer will naturally calm down. That is job half done.
In case that does not happen, the best solution is to escalate the problem and focus on the next customer. :)
Remain cool and composed,listen and only lead them from behind
Always, maintain calm, and happy, listen what customer is saying, and act accordingly.
