Ask Experts Questions for FREE Help !
Ask

Customer service

Asked Nov 19, 2007, 10:30 AM — 2 Answers
When in customer service if a customer yells what do you do?

Search this Thread
Share |
2 Answers
vingogly's Avatar
vingogly Posts: 725, Reputation: 537
Senior Member
  
#2

Nov 19, 2007, 12:30 PM
Calm yourself, and listen to the customer. The problem has nothing to do with you personally. Listen for the content: what is the customer upset about? What does he/she want out of this situation and think about how you can help him/her? Underneath the anger, what's the customer feeling: frustration, disappointment, etc.?

Reflect the customer's feeling and situation and to him her, and state what you're going to do about it: "I can understand why you'd be frustrated about all the phone calls you've had to make about this issue. Let me do a little research and find out what we can do about this situation. Will you be at this number in 20 minutes?"

That is, if you can't solve the problem then & there, provide a time frame for resolution to the client. It's the unknown that frustrates customers, and the feeling that they're being given the runaround.

Vasily
Helpful  (1)
Elizaveta33's Avatar
Elizaveta33 Posts: 5, Reputation: 1
New Member
  
#3

Nov 21, 2007, 09:41 AM
Comment on vingogly's post
Quote:
Originally Posted by vingogly View Post
Calm yourself, and listen to the customer. The problem has nothing to do with you personally. Listen for the content: what is the customer upset about? What does he/she want out of this situation and think about how you can help him/her? Underneath the anger, what's the customer feeling: frustration, disappointment, etc.?

Reflect the customer's feeling and situation and to him her, and state what you're going to do about it: "I can understand why you'd be frustrated about all the phone calls you've had to make about this issue. Let me do a little research and find out what we can do about this situation. Will you be at this number in 20 minutes?"

That is, if you can't solve the problem then & there, provide a time frame for resolution to the client. It's the unknown that frustrates customers, and the feeling that they're being given the runaround.

Vasily
It makes a lot of sense what you just answered. Thanks
Helpful
Not your question? Ask your question View similar questions
 
Thread Tools Search this Thread
Search this Thread:

Advanced Search

Add your answer here.

Remove Text Formatting
 

Undo
Redo
  
Decrease Size
Increase Size
Bold
Italic
Underline
Align Left
Align Center
Align Right
Ordered List
Unordered List
Decrease Indent
Increase Indent
Insert Email Link
Wrap [QUOTE] tags around selected text
Wrap [CODE] tags around selected text
Wrap [HTML] tags around selected text
Wrap [PHP] tags around selected text
Wrap [YOUTUBE] tags around selected text
Notification Type:



Check out some similar questions!

Customer Service telephone ethics [ 4 Answers ]

Hello, I am looking for a general telephone etchics for a customer service department. Ex: How to answer the phone, How to ask questions, How to end a call, What to avoid... If you can help me I will really appreciate Thanlk you for your help! Patrick :)

Customer service [ 2 Answers ]

-Can you give an example of a time when you experienced good customer service and explain why it was good? -Tell me about a time when you give effective customer service? -Have you ever dealt with a company that provided first-class customer service?what aspects it so good and how would you...

Customer Service [ 2 Answers ]

I need to know how to find names of senior and top level professionals working in MNC? I.e. Gen. Manager, Marketing Head, vice presidents, directors etc. I have visited their websites but I have not suceeded. Please show me the method to get this info. Either through net or any other mode....

Customer Service Letter [ 1 Answers ]

I have to write a letter apologizing to a customer....the customer received a counterfeit $50 bill at one of our stores. She thinks it came from our store but left the store before determination of the fake money. She wants a letter stating that there is nothing we can do about the problem so that...

Customer Service Stories [ 1 Answers ]

I'm looking for great customer service stories for a talk I am designing on the subject, and possibly an article as well. Anyone have a story they'd like to share?

View more Job Hunting questions Search