Customer is the king whatever he or she demands in a fair or
unfair way. Sometimes the expectation level of customer has no bounds though company
or organization has limitation considering various aspects. As a result, sometimes
very unexpectedly flow of anger of customer heats the air and obviously
customer service has to face angry customer. Then problem is the role of
customer service warriors in that critical period who have no alternative of
facing angry customer in one hand and to manage company management following company
policy.
How to face angry
customer:
1) First of all, we must speak in a friendly manner. We
should not speak in a heavy tone or in a way that implies that we are not interested.
2) When possible we need to use the customer’s name as soon
as possible, and also introduce our self if that fits the situation.
3) Greet the person properly. Don’t look up from your paper
work and say “Yes?”, or “Next”. That makes you look like part of a machine. Try
“Good morning, Mr. Nahid”, or “Assalamu Alaikum, Sir” etc.
4) Listen carefully. Show the customer you are listening by
paraphrasing what was said by customer. This shows your interest and concern. A
common error made by people is that they don’t allow the customer to finish.
5) Don’t use the “P” word. The P word is “POLICY”. Many
times an employee will explain that it is against “our policy to do” what the
client wants. This infuriates many people. Even if the request is against your
policy, find other words to say it. Rather than simply quoting policy, explain
the purpose of the policy (e.g. “Sir, we need to make sure that you are dealt
with fairly and others are too.”)
6) Never say “I only work here” or “I’m only following
rules”. Again this makes you into a non-person. It may be true that you don’t
make the rules, but try saying it this way: “Sir, the regulations are made by
[whoever]. Perhaps you might want to talk to [so and so] and indicate that you
feel the regulations are unfair. Would you like the phone number?”
