How would you handle a customer that is upset?

  • Remain calm.
  • Practice active listening.
  • Repeat back what your customers say.
  • Thank them for bringing the issue to your attention.
  • Explain the steps you'll take to solve the problem.
  • Set a time to follow-up with them, if needed.
  • Be sincere.
  • Highlight the case's priority.
  • How do you handle difficult unhappy clients?

    If the customer gets louder, speak slowly, in a low tone. Your calm demeanor can carry over to them and help them to settle down. As you approach the situation with a calm, clear mind, unaffected by the customer's tone or volume, their anger will generally dissipate. Respond as if all your customers are watching.

    What is the Laura technique?

    Listen – Listen to what the other person is saying to you. Ask – Ask questions to clarify what was said to you. Understand – Be sure you understand what was said, take a few minutes to absorb if needed. Respond – Respond appropriately to the other person. Ask – Ask more questions to ensure you responded appropriately.

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