Share with us a recent situation where you had to face a really mad customer.

It was my second day on the Indusrial city of Sialkot Pakistan as Sales Incharge.
My predecessor had retired from company's service and joined in his place.
On the second day, when i knew no one in the city, a tarffic police consatble came in to my roomand rudely asked about the status of his appliction for gas connection.
I said to him to give me a copy of his application and then i will do the needful.
He became angry and said that the officer working on teh seat before me also demanded copy of application many a times but he could not get connection.
Though in terms of grades i was in grade17 at that time and that traffic constable would be in grade7 so for a moment it came to my mind that how can he talk to me like this but then I realized that he was not treated properly by my predecessor so i must show patience and then again he came with a copy of his application and i again assured him that if his premises is online we will provide him connection on as early as possible following turn/merit.
So he went out of office happily.

Last January 2015 I applied to directorate of health, Bangladesh. My application’s subject was approval to anti addiction program in medical colleges, dental colleges, MATS & all other medical related institutes, after 2 working days the director of health education call me for some query, he informed me in Bangladesh comparatively only meritorious students admitted medical  colleges & other medical related institutes, he also added that, only doctors & future doctor surviving here ,I think they properly know about necrotic ,smoking & all other addiction, you need not arrange any motivational program with health institute, my opinion is you should arrange program with other general schools, colleges & universities , I hope it will save our & your energy, time & money, so we decided not issue approval . Then Mr. director informed me before you leave if you have any questions let me know regarding your application & he shut down my application’s file. I request him to get 3 minutes to give me my opinion, he gave me 2 minutes only, I informed him that, I honor your opinion, suggestions , decision ,then I added that, mr director suppose you have brand new car with good model but you think you will not use the car, coz it’s valuable & you stored the car with with packed, another man who have old car & he using the car with repair, I thing the old car is helpful than your new car, so if we think our meritorious & less meritorious students , if as like as brand new car we packet our meritorious doctors & medical students, then they will not helpful, then mr director agree with me to issue approval letter & he order his PA to give file note earlier, then within 2 working days I get approval letter to arrange anti addiction motivational program in all medical related institutions in Bangladesh.   

 

 

Dear Ahmed,   It is common thing to face mad customer if you are in Customer Service, Sales & Marketing!  The reason varies: > There are customers with attitude problems, they are always SHORT-TEMPER, you have no choice, but, to handle them  > Sometimes, there could be GENUINE reasons for a customer to really get mad at your company. 
           - It may be the result of a Sales Executive action who recently left the company            - It may be because of a new SE who newly joined did some mistake            - It may be due some inadvertant action by the team  The only OPTION for the CS is to FACE THE MUSIC, then, PACIFY the customer with polite APOLOGY, and, redeem the losses faced by the customer!

It was a snowy night in Chicago. The customer had lost his credit card and called the contact centre in Mumbai India. I picked up the call. The customer was very irate . I could understand his situation and1st blocked his card and then processed the request for a new card. All the time the customer kept shouting I want it now and was using an abusive language. Yes sometimes you have to forgive  the person at the other end considering the situation he is in. At the end of the call which lasted for about1 hour as it took time convincing the customer to give the details the customer did calm down and thanked me. When dealing with an irate customer the only important thing is patience. Also it is advisable do not take the abuses personally as the customer normally curses the situation he is in. Trying to put oneself in the customers shoes help.