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A pissed customer plays very important role in our sales carrier . He pissed due to any reason but the fact is , He is our customer so I listen him carefully what & where is the issue . If I capable to resolve the same then I set an appointment with customer & provide resolution to him. once it done, Customer depends on me forever. Ever he or his circle require anything he make first call to me only because he knows if he stuck or faced any issue I can provide resolution to him .
Today customer need or require only service after sales.
To do the same I raise my quality customer volume. If I’m not capable to resolve , I escalate the same to my seniors.
One of the most important duties of any business owner is to ensure that their customers are satisfied. Often times, this includes talking to a customers who, for whatever reason, are angry or upset.
Tactics for dealing with an upset customer over the phone are something that can be learned. Possessing these skills will help make you a very valuable employee.
Steps to tackle hard/difficult customers.
1. Actively listen to the customer
2. Allow the client to express their opinions
3. Maintain your personal integrity at all times
4. Be sympathetic
5. Be empathetic
6. Ask questions
7. Move into solution-mode
8. Apologize when appropriate
9. Offer to try to fix the problem
10. Gain agreement on your resolution
11. Write a clear, concise log of the incident
be an active listener,when a customer is shouting he will also be telling you his problem.Be emphathetic and jot down the key points of the tirade, then calmly confirm the points,show how you are different from other people whom the customer has spoken to by keeping your word if you promise to call back.If you cannot resolve the issue, escalate it to your superiors and get back to the customer!!!
Tell the customer, that , i will connect to manager, and please talk with him, the rest will be dealt latter.
Everyone wants a chance to feel like they have been heard and understood. I find it best to use my own voice to calm an angry client down, allowing them to express themselves and their feelings about the wrong they feel has been done to them. I take notes about their ordeal. Using a calm voice, I promise to help find a solution for them. After taking all of their contact details, I take the complaint to the appropriate people, noting to whom the complaint goes to and their comments. I follow up with the client to assure them that we are working to resolve the issue, and I stay in regular contact until a resolution is reached. I then either follow up with the client to try and ensure that he/she is satisfied with the solution that was found. Kind words and the opportunity to vent is sometimes the best solution.
First its better to let the client putout his feelings fully, mean time we've to be keen to his words also. That's very important and once the client finished then we can start to talk in a amicable way.
First I MUST be good listner in order to let him / her spell out all the angry deep isnide , then i try to make him / her feel sure that i am different than others who talked before and i will tll him / her you will receive me a call within48 hours as respond to your complain either its sloved or still pending.
