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I will politely ask if I can help before I call the manager.
Dissatisfied customers who did not receive a satisfactory answer when they had a conversation with the agent normally like to talk to the supervisor. These customers are to be treated very carefully, as these customers are most likely to leave our product and opt for the competitor's product. Try to convince the customer that you would be providing him just as satisfactory a solution as your supervisor will be doing. If the customer still insists on talking to the seniors just transfer the call.
The best first think I would say him Hi and greet him again twice to let him calm down while I will come out of my chair and provide him a chair to be seated and I will sit beside him......
Then I will offer him him some drink what would he like, if he is not accepting my offer, I will politely tell him a lie that the manager is in a meeting and it would finish wihin some minutes so that he could talk to him directly,......
So I am sure, he will accept my second offer of drinks and then I will ask him the matter what made him so uncomfortable from my office..... If he is not willing to disclose it to me, I will expalin him that being the first officer dealing him, the manager will ask me all the relevant details and concerend people, so I should be ready with that to sort out his problem properly.... So I am sure he will discuss the matter with me and I will let him to sit a few more minutes with me........
Mean while, I pretend to act like going to the mangers cabin and confirm he is back from the meeting twice.... THen I will tell him that the meeting is not still finished, so I offer him the best deal from my side to finish off his matter, probably he will accept it mostly, even then he is not accepting it.... it is the managers turn to handle the customer...........
First i sit to he or calm down, then i as an responsible person will talk with him or her and will try to solve his or hers problem. and will try dont call to manager and try to find reposible person in our office his or hers problem depends on person. or other ways there is . i think it will solve the problem and we will be successful for solving the problem
i will tell him,ok sir, i will get you the manager please have a seat.i will ask him if he wants to drink anything, then dissappear for two to five minutes until he cools down, i will approach him then,and only then .i will tell him that the manager is currently on break,i will ask him if i can help.
he will break down and give you a chance to help him.just be polite and quite.
1. Offer the customer a seat
2. Offer a apology for the inconvinence caused
3. Apology for taking time and comming to your office
4. Give him/Her some water / Refershement
5. Now ask him for the issue on hand
6. Depending upon the issue we need to take decision for allowing him to meet Manager.
7. If the issue is solvable means we should compromise the customer and we should do some good steps for his trustworthy .
At first i have to determine the facts by my approach and after that i will decide what is better going with such situation
first i will make the customer calm down then ask what is the problem and then i will make a possible solition to his problem and make sure he/she will be satisfied on the solution i gave him, then after i will apologize to the customer for the reason that make him angry.
Do not debate with him anf offer what can you do for him. If you do not solve the question then bring it to the Manager.
