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A customer purchased your expensive device, he complained many times, now he is using rough language about the company/service with you every time he calls. you know that company can not solve his/her problem, do you have any trick to convince him/her?
First of all we should make the customer to feel that we have understood his issue and then we should accept the truth and we should tell to the customer that will surely work on it.
I would apologies / listen to him very carefully / make him come down / ask my manger
I would apologies, listen to him and promise to get back.This would then provide me with time to consult and find an acceptable answer.
"The customer is always right," if the problem is from the software I will make him accepts there is new software under development will come to solve his problem. if the problem from the hardware will let the workhouse decided which part of the hardware need to fixed or change it.
Assist Customers
Attend their needs and deal with customers courteously and efficiently
First of all, being from the side of the organization, the customer service officer should take this issue up to the management and seek information on why can't this be fixed. A customer relationship officer is paid by the organization, but need to keep his brain and efforts widely open for his customers. What a tricky role right !
Secondly, whatever the customer is saying is not to the officer as an individual, but to the organization which failed to fix his problem which is a breach of trust that kept on the organization to which he paid a good amount of money.
Calmly listen to the customer, show empathy and use the kindest words possible back to him, do not jump over and speak, listen, listen and listen. Once he calms down, inform him the current status of the problem and make him understand the context.
Still, keep trying to get it fixed. May be, go a level beyond your reach to bring a smile back on your customer's face and his faith onto the organization.
A customer lost on poor service is a good source of negative word of mouth promotion
Understanding the customer's point of view.
Identifying the problem since not all cistomer are not able to clearly explainwhat is wrong.
Finding a solution.
Fixing the problem and folow up on the solution.
