How do you handle a situation when a customer is being irritating and arrogant?

Question

Accepted Answer

I remain calm, listen actively, and address the customer's concerns while maintaining professionalism and empathy.

Stay calm and composed: For example, if a customer is yelling, I take a deep breath and maintain a steady tone.
Listen actively: I let the customer express their frustrations without interruption, showing that I value their input.
Empathize with their feelings: I might say, 'I understand how frustrating this situation must be for you.'
Ask clarifying questions: For instance, 'Can you tell me more about what specifically upset you?'
Offer solutions: I provide options to resolve their issue, such as a refund or replacement, depending on the situation.
Follow up: After resolving the issue, I check back with the customer to ensure their satisfaction.

Accepted Answer

I remain cool an calm at the moment and try to understand what actual services does my customers needs from the company.

1. Staying calm and cool:- A moment that passes interest to the customers to talk with. For e.g.:- "Customers came in a noite mood as are facing many irritable glitches in the company". At the moment express your apological attitude and with a calm tone of communications to impress and attract for further communications.

2. Confidencial Handling:- Assure them that they are our valuable customers. For e.g.:- "During further talks/communications, customers are proving to leave the company". Assure them that they are much valuable customers and to keep them continuing on the ongoing with the company give them some offers like discounts, affordable sharings and guide them to implement on that as your suggestions.

3. Apological Attitude:- Apology doesnot pays it always gains to gain customers more smartly. For e.g.:-"If a customer comes with arrogant mood and throw your company's card back to you." Start in a apologize mood for the time beings and listen actively and accurately what you heard from them(customers) and guide starting in a apological way with your own answer to.

4. Empathesizeability:- Accordingly every moment you handle, some needs to be empathesized like the scenerio in the timebeings. For e.g.:- "A disabled person customer comes and tells you, that he/she was in hospital for 20days and he/she was unable to use you facility from the time beings till".Show your empathy using the word "I am very much upset to hear it from you that from the time beings you are not able to use our services, but we assure you that our facilities will upgrade so that further you didn't face the same problems".

5. Further assistance:- Give them the contact number of the company or the customer care so that customers can contact and are guidable towards their actual problems they faces.

6. Feedback:- Its the company review that are given by our customers and are non-forceable to give.

7. Thankfullness:- As they visited the company takibg out their time and all aboves, "thank" them and give them a warm welcome towards the company.

Asked in Bharti Airtel

How do you handle a situation when a customer is being irritating and arrogant?

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