how to deal with an angry customer face to face?
317798
['Remain Calm. ... ', 'Divide And Rule. ... ', "Understand The Customer's Perspective. ... ", 'Prioritize Their Problem. ... ', 'Apology And Thank You Notes. ... ', 'Be An Active Listener. ... ', "Explain What You'll Do with the Problem. ... ", 'Set A Follow Up If Needed.']
655619
['Talk about them less and let time pass. ... ', 'Wait and see what happens next. ... ', 'Free yourself from blame. ... ', 'Try not to let the other person think about you so much. ... ', 'Take care of your own issues first. ... ', "When you're angry, your mind crumbles. ... ", "Don't believe what you think."]
1233734
['Listen. Really listen. ... ', "Don't get defensive. ... ", 'Sympathize, but avoid being phony-empathic. ... ', 'Use names as much as possible. ... ', 'Lower your voice. ... ', "Repeat what you've heard. ... ", 'Present a solution. ... ', "Be aware of other customers' discomfort."]
59495
["Don't ignore the person.", 'Be open to listening to what they have to say.', "Keep your voice calm when they're upset.", 'Try to talk things through.', "Acknowledge their distress, but don't feel like you have to back down if you disagree. ... ", 'Avoid pushing advice or opinions on them.']
772319
["Don't ignore the person.", 'Be open to listening to what they have to say.', "Keep your voice calm when they're upset.", 'Try to talk things through.', "Acknowledge their distress, but don't feel like you have to back down if you disagree. ... ", 'Avoid pushing advice or opinions on them. ... ', 'Give them space if they need it.']
194932
Put ego aside, and honestly evaluate the situation, as objectively as possible. Apologize, and let them know that you acknowledge an error was made. Being truthful is important in a case like this. Let your customer know that you are working to fix the mistake, and how long it will likely take to be resolved.
356289
['Reduce response times. Good communication is vital and customers hate waiting. ... ', 'Have all information at your fingertips. ... ', 'Prioritize customer requests. ... ', 'Make sure the request ends up in the right hands. ... ', 'Help your customers help themselves.']
1320583
Interview Answer I would empathize with the customer and diffuse the situation by addressing his/her concern. I let them get their complaints and anger out that way they know that I am concern about their problem and so I can better understand them why they are upset.
859737
Stay Calm and Present Take a deep breath, and as you do, feel compassion for yourself, smiling inwardly. Breathe deeply again and smile outwardly as you feel compassion for the distressed customer. Put yourself in their shoes and remember that their anger is ultimately at the problem they are encountering, not you.
88293
['Your customer service team needs the right tools. ... ', 'Practice clear communication with customers. ... ', 'Speak as your customers do. ... ', 'Always use positive language. ... ', 'Give credence to customer complaints. ... ', 'Avoid helping customers at breakneck speeds. ... ', 'Know how to close a conversation. ... ', 'Keep standards high and response times low.']
380804
['Have you ever had to deal with an angry parent? ... ', 'Stay calm and professional even if you are feeling defensive and fearful inside. ... ', 'Listen to their rant. ... ', 'Let them vent. ... ', 'Involve an administrator. ... ', 'Address their concern and investigate it. ... ', 'Be proactive. ... ', 'Document any volitile interaction with a parent.']
1409328
Your answer to any question about anger should contain two components. First, describe the particular situation that frustrated you, and then explain how you handled that situation. The situation should be work-related, and not something that happened in your personal life. Keep your explanation brief and to the point.
609298
['Listen actively. ... ', 'How to work on that? ... ', "Use your customers' names. ... ", 'Repeat their concerns. ... ', 'Give them options to relieve the tension. ... ', "Make them smile or at least don't let them leave angry. ... ", "When nothing works and you just can't take it anymore. ... ", 'Handling an irate customer.']
1440456
['Complain directly to the person or organisation.', 'Use someone else to help you sort it out (alternative dispute resolution).', 'Make a claim in court.']
1021393
['"If a customer brought in a competitor\'s ad with a lower price on an item already marked down, how would you address their concerns?"', '"Can you describe a time where you had to deal with upset or irate customers?"', '"How has your work history prepared you for the position?"']
752507
["Stay Calm, Don't React. The first thing to do is to remain calm and not respond in kind. ... ", "Don't Take It Personally. Chances are, your customer is angry about a bad product or service, and you're just the unfortunate target for their frustration. ... ", 'Listen and, If Appropriate, Apologize.']
335350
The first thing an angry customer wants is to vent. ... Listening patiently can defuse a situation, as long as the customer feels acknowledged in his or her complaint. Hear them out. When they are done talking, summarize what you've heard and ask any questions to further clarify their complaint.