Identify the problem. Without a good working knowledge of the problem, you have no chance of providing resolution.
Empathize with the customer. Do more listening than talking, conveying that you understand how he feels, even if you disagree. A customer wants to feel understood, which will go a long way toward solving the problem.
Concentrate on the solutions truly at your disposal. Do not focus on what you cannot do, because this will agitate even more. If you keep a positive attitude and explain your options, the customer will often choose from those options.
It may be hard but don't take what the angry customer is saying too personally. They may be directing the anger at you, but it is probably caused by sudden frustration about here situation. Angry customers are usually concern about customer service in general. Stay on your ground and keep being kind and never raise your voice to the angry customer. That will only make things worse.
Tips for faced by angry customers
1.Remain calm
2.Don't tale it personally
3.Use your best personal listening skills
4. Actively sympathize
5.Apologize gracefully
6.Find a solution
7.Take a few minutes of your own
Assume that the customer has a right to be angry
Listen to emotion without Emotion
Be patient
Speak Softly
Reiterate
Own the probelm
(1) Acknowledge it (with calm and patience)
(2) Apology for the inconvenience
(3) Explain the situation
(4) Offer free advice or services to help customer see value in your services
(5) Include a bit of humour in conversation. Laughter provides warmth in communication.
Remain calm.
Try and make sure the discussion is one on one or in a space separate from the general public
or among other customers. This will help reduce the complaintant from feeling like they need
to make a good showing.
Empathize with them. "I understand what you are saying and how you feel." Assure them that you are "on there side".
Ask what can we do to help make it right.
Try and offer something.
1) YOU must always remain in control of the situation
2) do NOT respond to their shouting / aggression by becoming agressive / loud yourself
3) Listen to what they are saying
4) Assure them that you will do your best to resolve the problem
5) ask them what they would like doing to resolve the issue and they try and offer as much as that as you can (unless they are being totally unreasonable of course)
Offer to refer them to the manager.
Offer to refer them to the manager.
just listen to them first and then only try to answer their querries.
thank you
