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using the followings rule will help deal with angry customer:
customer is always right but sometimes he cant precisely convey the problem he faced.
never take what customer said personally, the customer complain because he/she doesn't receive what expected.
1. Remain calm. When a customer starts yelling or being otherwise rude, there is nothing to be gained by responding in a similar manner. In fact, that will probably escalate hostilities. Maintain control of yourself, even if the customer’s tirade makes you feeling like yelling yourself.
2. Don’t take it personally. Remember, the customer is not angry with you, they are displeased with the performance of your product or the quality of the service you provide. Your personal feelings are beside the point.
3. Use your best listening skills. The first thing an angry customer wants is to vent. To do so, they need someone to listen—and, for better or worse, you are that person. Listening patiently can defuse a situation, as long as the customer feels acknowledged in his or her complaint. Hear them out. When they are done talking, summarize what you’ve heard and ask any questions to further clarify their complaint. Body language can be critically important here. Keep eye contact. Stand or sit up straight. Keep your arms uncrossed. Show how closely you’re paying attention to their problem.
4. Actively sympathize. After the customer vents, he wants to know you understand where he’s coming from and how he or she feels. Express sympathy for their unpleasant customer experience. Respect and understanding go a long way toward smoothing things over.
5. Apologize gracefully. Whether the customer’s complaint is legitimate or not is really irrelevant. If you want her to stay a customer, you need to express an apology for the problem they are having (or perceive to be having). A simple, straightforward statement is often all that’s needed: “I’m sorry you’re not happy with our product. Let’s see what we can do to make things right.”
empathy, empathy, empathy telling the customer sorry is like saying your company is the one who has a problem plus customer will used it to point out that they will always be right if you empathized with the customer it will give them the sense of comfort that you are there to help them solve their problems but a word of caution there is this how you say it and how you convey it because sometimes we are adamant to help them that we forget the tone of our voice and how the customer will take it.
dont take it personally when it comes to handle angry customer because its not you he is may be displeased with the perfomance of your product so kill them with kindless.
Step to handle angree customer:
1. Assume that the Customer has a Right to be Angry
2. Listen to Emotion without Emotion
3. Be Patient
4. Speak Softly
5. Own the Problem
6. Place the Customer First, Problem Second
7. Correct the Issue
8. Follow Up
Thank You for the invitation .. I will agree with the answers that really covered your question .. Variety of correct info and opinions !
Thanks for invitation
I amagreeing with my colleague’s answer
If you are handling an irate customer, first of all listen to the customer and identify his\\her issues. Always remember that the customer isn't angry at you, it is the situation that is making him\\her angry. So be calm down and listen to the customer. When the customer has finished talking, the next step is to make them feel as you are on their side. To do so, you have to apologize about the problem and convey empathy and then summarize their points. Doing so will make them feel that you are listening to them. Avoid using angry tone, as it may infuriate the customer even more.It will be much better if you are using an even tone while speaking to the customer.After understanding the issue, educate and inform him what you can do from your side in a pleasant manner.If possible try to avoid hold button.Before ending the call, make them happy by giving any offers or vouchers(only if the company policy allows).
