Communiquez avec les autres et partagez vos connaissances professionnelles

Inscrivez-vous ou connectez-vous pour rejoindre votre communauté professionnelle.

Suivre

How can I handle angry customers who don't speak my language?

user-image
Question ajoutée par Lana Oudeh , PR Coordinator , Al Ghanem
Date de publication: 2016/01/14
valery nelima
par valery nelima , sales executive , sarma enterprises limited

Calm the customer down as the first step to how to handle them, make sure they are comfortable then look for someone who can speak their language

naira salah
par naira salah , back office agent , XCEED DU international project

the most important in this case to be patient and double- check customer's understandingshow some empathy and care for customers words and the most important thing to keep your tone stable never shout or underestimate him

Juliet Serafin
par Juliet Serafin , Customer Service Agent , SYKES Asia

Calm down the customer by providing a seat and let him air out all the complaints to person that speaks same language

Judy Wanjiku
par Judy Wanjiku , Personal Assistant , Joyce W Ngotho Co. Ltd

Allow them to speak without interrupting.... Once he/she realize that you are not a rude person but instead a calm person, they will give you a chance to express yourself and explain what happened. This will impress the client and promote the company's credibility.

Muhammad kalim Niaz
par Muhammad kalim Niaz , Supply Chain Supervisor , Nestlé - Pakistan

Understand the customer body language. Try to make him cool how? Tell them anything that he will be beneficial with service which is you providing.

Vasudev Nagzarkar
par Vasudev Nagzarkar , Guest Service Associate , Courtyard & fairfeild Marriott Bengaluru

listen to the customer try to understand according to his body language  as what he is trying to tell make himself comfortable let him calm down.

Utilisateur supprimé
par Utilisateur supprimé

Base on personal experience:

  1. Primarily, by using positive body language and facial expressions, to show you're approachable and ready to help.
  2. Secondarily, by establishing  "Smart" means of communications ASAP by1) Using pen and paper communication a) Images b) Words2) Calling "by phone or in person" someone who does understand the customer

Dileep Kodoor Kottarathil
par Dileep Kodoor Kottarathil , Lead Quality Analyst , Concentrix Daksh Services India Pvt Ltd

why the customers are getting angry because need a proper support or solution

we need to listen the concern with out interrupting first say sorry once the customer fished his/her concern then give the solution appropriately

if you can give confirmation give anything other wise don't do that

don't loose your confidence and voice modulation   

Mohamed Rafiulla
par Mohamed Rafiulla , Asst. Manager HR , Indian Designs Exports Pvt Ltd

As said if customer don't speak your language. The gestures and body language will have importance and should reflect what you want to say.

 

Best Example is Charlie Chaplin, he never speaks but most of them understands.

 

 

Mostafa Ibrahim
par Mostafa Ibrahim , social media specialist , Noon.com

Calm him down by offering him a complimentary Drink by showing him a menu then try to locate someone can speak his language (this has to take a little while to make him busy choosing the drink to calm down ) if nobody can help we can scort him to nearest office and opening google translate to translate his complain from his language to English

Isra Kamal
par Isra Kamal , Customer Service Executive , Emaar

Hi, I have to smile and to listen to him very well and try to help him as much as I can

More Questions Like This