How to handle a difficult customer?

Hello there Sir [이름]. ^^

Happy weekend. ^^

How was your day? I hope you had a wonderful birthday celebration last Saturday.

Thank you so much for sharing the process on how to handle a difficult and angry customer.

I will always keep that in mind.

Hope that you will have a wonderful week ahead of you.

Take care. See you in class.
Teacher Nina

There are common processes to handle a difficult and angry customer.

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Firstly, you need to let the customer vent his steam. 

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You need to find out what’s on the customer’s mind.

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Nothing heats up the customer more than being told to calm down while they are venting.

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Only after your customers have vented can they begin to hear what you say.

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The best plan is to stay quiet and not make the matters worse by interrupting the customer. 

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Secondly you need to listen actively. 

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Even though the customer’s anger may appear to be directed at you, remember you are simply the person they are venting to.

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Don’t take it personally.

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Thirdly, you need to express sympathy.

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Giving a brief and sincere expression of empathy works wonders to calm a difficult customer. 

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Fourthly, try to identify the problem.

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Fifthly, avoid blame the customer or your company.

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Sixthly, provide options.

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Explain what you can and can\'t.

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Seventhly, mutually agree on action plans. 

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Eighthly, resolve the problem.

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Lastly, follow-up.

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