One of the most important duties of any
business owner is to ensure that their
customers are satisfied. Often times, this
includes talking to a customers who, for
whatever reason, are angry or upset.
Next are some Steps that will help You
1. ACTIVELY LISTEN :
• Let the angry client talk through their problems and get it all out of their system. As
they talk make indications that you are listening such as “ حضرتك "”معreally", etc.. This
step is important because the more time a customer spends airing their grievances,
the more time they have to calm down.
2. ALLOW THE CLIENT TO EXPRESS
THEIR OPINIONS :
• Allow them to communicate their feelings however they choose to without passing
judgment. Step in only if the client becomes directly abusive towards you then you
will use the action as per Quality manual .
3. MAINTAIN YOUR PERSONAL
INTEGRITY AT ALL TIMES
If the customer is abusive, calmly interject something to the effect of "I appreciate
your frustration with the situation I would like to help you if you will allow me to .
4. BE SYMPATHETIC
Make sure the customer knows that you understand their frustration and
acknowledge any mistakes that have been made. Recognize the customer's feelings
about the mistakes - that is, how it must have felt to be the customer in this situation.
5. BE EMPATHETIC
When appropriate, show empathy. Empathy implies that you feel the same way as the
customer and truly understand their feelings. It can create further issues to say "I
understand your anger" if you do not truly understand, as the customer may shoot
back "You have no idea!". Using a phrase like "I can imagine how upsetting that must
have been" is a better way to phrase this.
6. ASK QUESTIONS
• After they complete their story, ask about the facts and details of the matter at
7. MOVE INTO SOLUTION-MODE
know when to ask open-ended questions, and when to stick with "yes" or "no"
8. APOLOGIZE WHEN APPROPRIATE
Apologies can often be interpreted as an admittance of guilt.
• Types of apologies that can be employed in these situations, choose the most
1. Direct: "I apologize from the delay In solving your problem ."
2. Blameless: "I apologize for the fact you are frustrated - let's see if we can start to
solve this problem together .
9. OFFER TO TRY TO FIX THE
Never promise to outright fix the issue, but always promise to try. If you make an
attempt and fail, it will create further issues if you promised total resolution.
10. GAIN AGREEMENT ON YOUR
• Make sure your client understands what has been done at the end of the call. Even if
the issue is not totally resolved, gain agreement on the resolution that was reached.
11. WRITE A CLEAR, CONCISE LOG OF THE
• Document (in detail) every major point of the call. It is not important to note every
single word uttered, but keep a point-form log of anything that may assist others
who deal with the customer in the future.
• After the complaint is handled, try to send recommendation and try to truly help customer .
• During the interaction with the customer's complaint, it is always important to monitor your
own tone of voice and volume. Never raise your voice, as that can easily escalate into a
shouting match. Having a consistent calm tone of voice will subconsciously encourage
others to do the same.
• Don't forget to thank the customer for taking the time to speak with you and work to a
• Keep a complaint log. If you see the same thing popping up over and over, you can
recommend a change in policy.
• Golden Rule from my Experience : make the customer feel that you really care to solve his
problem with all possible ways , not you are just a human answering the call to inform the
customer with updates .