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First of all listen carefully what the customer is concerned about. Allow customer to express the opinions and suggestions. Don't lose your personal integrity during the conversation. Try to ask some questions regarding the issue to ensure the customer that you are eager to resolve the issue. Be Sympathetic and emphatic with your customer. Move into a solution mode by offering some compensation to get the issue resolved. Apologise if needed. Assure the customer that you are always at your first disposal to satisfy the customers at any extent.
Listen to that particular customer calmly. It does leave a very positive impact. Once he finishes, then apologize to him after all the cause for his anger may be the dissatisfaction from the services rendered. Assure him that his issue would be resolved on the priority basis or in other words ensure him that you would personally take his issue to the concerned department.
When confrnted with difficult or agrivated customers/clients follow these simple and basic rules1. When a client or customer calls for customer service, they need something... i could be more informaton, instructions, solution to a problem wih your product or services. So findout how you could be of assistance.2. listen to what he/she has to say, let them finish and give time to air all concerns... take note of them, write it down one by one to make a list.3. calmly re-confirmed all the items/ issues of concerns he/she just mentioned. this will help your client/customer know that you have listened to him/her and understands what is was talking about. 4. try to offer solutions to all his concerns, issues and problem one by one... if some matterrs/issues should be addressed by other departments, tell your customer that these issues will be elevated to particular department and that a feedback wll be given to them as soon as possible. key word "feedback" so it is important to provide them a feedback.5. keep your voice as calma and pleasant at all times. Even under pessure through constant shuting or nagging of customers or clients6. At the end of your conversation before hanging up the phone, always apologize for his/her inconvinience, and that the company will address their concerns as soon as possible or if a soluton was provided, tell them that iwas always a pleasure to assist them.These simple steps will help you prevent or ease the tension in dealing with a difficult custoers or clientson the phone. Remeber to stay calm cool and collected all the time! Good luck!
I have to listen to him first so he will release his/her anger, than I will polietly explain him and help in his problem and will assure that we are there to help him and resolve the issues as Customers are important for us and key of success for our business and we need to retain the Customers as well as it is not only the one time business. I will offer him the better solution for his problems
after customer finish his talking we will do appology to the customer and we will ask him to be calm to let us know his proplem and promise him that we will solve it as per our company policy and to be ensure that he will be happy
Patience should be the main key for this kind of issue. I will let myself calm and focus what the customer wants. I dont need too be upset too and stay focus on the work I'm having.
Be calm, Identify the problem of the cutomer by listening to him/her, then camly give him solution to the problem that he/she complaining, deal with them with positive attitude.
Start by understanding that there should be no emotional leakage from your side what so ever, try to actually listen to the customer, give a smile over the phone because "Smiles" can actually be heard, calm the customer down and come up with the best solution within a small time frame keeping in mind the irritated customer will not have much patience.
by being a good listner firstly, analyze the complain and repeat it in a calm and confident tone to the customer, provide him/her with the solutions available and try to reason with him/her depending on the case.
Listen him carefully and wait him to cool dowun. Do not loose temper. Reply him with manner with specific concern.
Listen to the customer patientely till he/she is through with the outburst. Then tell that, what he/she is telling is correct, and make then feel that you are not justifying your company. Then make them listen to you carefully and you should explain everything to him/her in such a way that the customer feel that he/she should not have blamed your company for what happened.
