What’s your approach when dealing with an angry customer?

Question

Anonymous · Accepted Answer

its very important to be calm when dealing a frustrated customer, listen to him
, make him feel that he is heard, then show empathy with him, we can say I can
feel your situation and truly I would do the same in your situation however I am
looking into your matter, I have already engaged a senior member and having some
discussion with him, allow me a sometime while I put you on hold and check this
case further internally and get back quickly. please be available on phone

Anonymous · Answer

The way I would deal with an angry customer would be the following:
First I would try to calm the customer and ask them what was the last think that
happened prior to the incident. After that I would try to see if the issue was
an user configuration error, infrastructure issue or an application defect.
After that Id try to solve the application step by step if I know and if I do
not know Id try to occupy myself 10 to 15 minutes and use Microsoft`s given
documentation to see if I can solve it with the knowledge there or not, if I
cannot solve it after that, I would escalate it to level 2 Technical Support
Engineer and I would tell the customer that a specialist will come and will
immediate assess the problem.

What’s your approach when dealing with an angry customer?

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