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Be patient ,Calm an a good listner, and supportive ,let the customer know you understand how they feel, try to solve the problem if you can, If the problem is something only a manager can handle then let the customer know you will call the manager to come solve the problem
Listen carefully, don`t go by heresay.
Admit the mistake if service provider had made any.
Educate yourself about the service or product to handle the complaints
Don`t succumb to customers illegitimate claims.
All time complaining customer needs a little attention and support is what they feel. Just be supportive.
If the customer is angry or irate, just speak as if you are in line with them and show your vote is for them.
If customer is stern and with strong words, the customer is a matured person. Just speak about the rules and formalities straight on face politely. Never take responsibility or never ask them to trust you. Ask them to be a little patient and and you will do the necessary steps to resolve issue.
By taking Immediate action, solving the problem, making compensation for what happened and then tell the customer that will not be repeat in feature.
first of all,I will listen to him and try to understand his problem, then I will try to reassure him and do my best to solve his problem in step by step. the guarantee will make the complaining customer listen to you and give you the green light to solve his problem without hold you back
Complaing customer is the guide to an organization ,complain analysis will detect the faulty part of a customer service .
Keeping this in mind a tactical approach should be rendered to an Aggrieved customer
most important to make the chnages in the company process so that such customer will not complain again for the same issue.
we don't need to argue and we don't have to make excuses and we have to replace that order as soon as possible OR we have to solve that prolem as soon as possible.
1. Listen carefully to what the customer has to say, and let them finish.
2. Ask questions in a caring and concerned manner.
3. Put yourself in their shoes.
4. Apologize without blaming.
5. Ask the customer, "What would be an acceptable solution to you?"
6. Solve the problem.
((drive the case with gently manners with all steps above ))
Be patient, note down their requirements carefully. Take customer signature or approval. on the paper Discuss with your staff & finally boss how to cater this customer, according to your company policies, matching customer requirements. Prepare answers to each of them. Ask your Customer to have a meeting with you & boss. Then try to solve the problems professionally. Instruct your Staff about mutually agreed terms.Some problems left out, ignore it if is not bringing any benefits to your company.