Your blood begins to boil, curse words are forming in your mind..These are symptoms of encountering a difficult customer. First you need to analyze the situation to get to the root of the problem. You need to react to the situation, rather than stress over it. That way, the situation is handled and doesn't become stressful. Your priority is that the customer goes away satisfied. Handle the situation within your capacity, and if necessary, refer the customer to the appropriate personnel.
* Tell Me About A Time When You Dealt With A Difficult Customer. Describe What You Did To Ensure They Left Satisfied?
Patience in ourself and keeping track what we are talking with them
I was working as a Customer Service Consultant for Telstra Conferencing when I had a customer call in regarding a high profile conference call they had booked for the following day. Previously on another call they had a lot of problems with noise on the lines, the customer was angry and wanted to make sure that the call the next day went well. I had left a note for this to be followed up at work as I received the call during the evening and I was not rostered to work the next day. I advised the customer that I would follow this up personally and make sure that his conference call was monitored by another consultant. Even though it was my day off I actually called into to work to ensure that this was followed through for the customer. Later that day I called the customer (during my own time and on my day off) to ensure that he was happy and check that he encountered no problems during the call. The customer was extremely happy with my exceptional customer service.
By telling my manager at oxfam.I stayed remain calm and I do not get stress out at all. I have to analyse to get the bottom of the problem.