How are you suppose to deal with a customer who is already pissed off with the previous executive that he/she had talked to?

Question

Accepted Answer

When dealing with a customer who is already upset with a previous executive, it is important to empathize, listen actively, apologize if necessary, and offer a solution or escalate the issue if needed.

Empathize with the customer and acknowledge their frustration.
Listen actively to understand their concerns and let them vent if necessary.
Apologize for any inconvenience caused by the previous executive, even if it wasn't your fault.
Offer a solution or alternative to address their issue and ensure their satisfaction.
If the problem cannot be resolved immediately, escalate the issue to a higher authority or supervisor.
Maintain a calm and professional demeanor throughout the interaction.

Accepted Answer

You see its a basic Human nature that we want to be heard when we are not satisfied with something or someone and in this case the customer is not satisfied with something (an issue) and someone (the previous executive), so what you can do now is listen very calmly to the customer and figure out all the issues he/she has and then assure the customer in the most friendly manner that the issue will be resolved soon and let him/her know that he/she can call the same help line number again in case if she/he is troubled with any other issues in the coming days. ( *After the phone hangs up, work up on the issue and raise the tickets to the respective departments for that issue and follow up until that issue is resolved.)

How are you suppose to deal with a customer who is already pissed off with the previous executive that he/she had talked to?

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