How do you deal with any irrate customer?

Answer 1

When dealing with an irate customer it is important to remain calm, breathe and most important listen while at the same time taking notes. While there most likely going to be some, he said she said, in their rant you want filter through your customers remarks to get the facts, that way you can single out the true issue. Once you have the issue recognized acknowledge it and the customers frustrations. A lot of customers just want to vent and don't want anything in return other than having someone listen. Which is easy because at the end of the conversation you thank them for their feedback and make a change so that it will not happen again. For those customers that are looking for compensation it works best to ask them what will make them happy. Then work together and compromise to come up with a solution that works best for both parties.

Answer 2

When dealing with a �difficult� customer make sure you:

1. Stay calm and polite;

2. Take notes of what the complaint is about;

3. Actively listen to the customer by saying �yes�, �I see�, and �I understand�.

4. When the customer has finished explaining his/herself, go through your notes with him/her to verify if you understood him/her correctly.

5. When both your customer and yourself have been through the notes, explain to him/her what is going to happen next and how your company goes about dealing with complaints. For example, you can tell him that this matter will be taken to the manager and issues are usually resolved in 24 hours.

6. Take responsibility. Follow up on the issue with whom ever you passed it on before the 24-hour deadline expires and make sure it has been resolved. If it hasn�t make a point to call your customer and let him/her know that it is taking a bit longer then expected but that you haven�t forgotten about his/her issue. That will keep the customer happy because he/she realises that his/her issue matters and that someone cares about getting it resolved. This customer will not only come back but will most likely refer other people to your business.

7. Alternately, if your business were lucky enough to have a good helpdesk software, these cases would be easier to follow up with. For example, the first level of response would take the call and type in the complaint. If the issue isn�t resolved within the normal deadline, it is escalated to the next level - a manager. This second level should be able to solve the complaint and get back to the customer is due time.

What specifically is happening, handling is different depending on circumstances. B Clear.

It depends on why the customer is angry, and on your company's policy with regard to angry customers.

Generally: Customers are usually angry because they feel they are being treated indifferently, something has gone wrong, and they feel they are being ignored.

Some people just get angry, because they like getting angry, it is the only way they know how to behave.

And some people get angry, because they sit in an office, taking calls from their own angry customers, and when they become a customer themselves, they like to dish out what they have to sit and take every day.

Listen and take Responsibility: The best way is to listen, to show that you are listening, and then take responsibility for the problem, apologize for causing the problem, even if you didn't personally cause a problem, as far as the customer is concerned, you represent the company, therefore by default you have a measure of the blame for the problem. So it's no good saying "it wasn't me it wasn't my fault".

Hopefully by now, the customer has calmed down a bit. If you have convinced the customer that you are willing to take responsibility for the problem, then it is likely that you can explain you will need to investigate the problem, and as soon as you discover what went wrong, and what you can do to put it right, you will ring the customer back. Now you must ring the customer back as quickly as possible, if you can within ten minutes. If it looks like it is going to take you more than half an hour to sort out, then ring and tell them What is happening, reassure them that you are sorting it out. Do not wait for them to ring you, that is the worst thing you could do.

Rude Customers. There is never any need for someone to be rude. Well we did have one exception, I worked for a gravel firm, and occasionally we delivered gravel to the wrong house, so in this situation, if the house owner came home, and found a load of gravel on their drive that they did not order, and they were abusive on the phone, then we had to take it with a pinch of salt!

But all barring exceptional circumstances, you should never except rude language and abuse from anyone. Warn the customer, say if you continue swearing Sir/Madame, I will hang the phone up. If they then continue with the swearing and abuse, then hang it up. If they ring back and complain that you hung up on them explain again, that you want to talk to them, but you do not talk to abusive people and if they continue the abuse, you will hang up again. If they threaten to come to your place of work, to sort you out or whatever, then you should call the police.

Answer 3

depends who is At Fault - the customer or the seller? either way the first order of business is to calm him down - if he is not. if you can't - get the assistance of security or police - you have to say "sir/ma'am you have to calm down first - would like to call me security or police who can oversee this because I can't if you don't calm down". after that try to listen to his concern with empathy if you believe reason for his irritation is due to selling party's fault. apologize immediately and ask manager to see how to compensate. if the manager is not around the least you can do is either refund the amount or offer to replace goods or services he or she purchased - good manager will understand but if he is clearly at fault remind him of store policy, be firm and say you will bring his or her concern to manager. hope this helps.

Answer 4

Apologize , right or wrong , and if you cannot please them , then ask the customer to please wait while you get a more senior person to assist them. Go get your Supervisor or manager. You are not getting paid enough to take abuse.

Answer 5

The best thing to do is to listen and ask some apology, show empathy and show them your willingness to help them, make them feel that your always on their side.

Answer 6

politily.

Answer 7

tell the customer to calm down, get a supervisor, do not attempt to fight back

Answer 8

just be cool and try to divert the topic or give him some offers.