As a call center or customer service agent, how would you maintain customer satisfaction when dealing with an annoyed client?

The only medicine for that kind of customers is to listen to their complain/problem until they finish and never stricly contradict. When they see, they have same someone thinks like them, then there's a chance for accepting your advice

1. Stay calm under pressure

2. Effective communication skills

3. Good personality

4. Respect

5. The ability to think on their feet

 

One of the best ways to satisfy annoying clients after the problem are as follows:

• Remain calm and friendly
• Offer a special service, discount or free item
• Ensure the customer that management will hear of the problem

 

Agree with all the answers but there's something else which is let the client feel you're sympathetic with him and understanding his issue this will make him coming calm and maybe in the end of the call he will apologise to you.

Try to listen more and talk less, do not interrupt the Client when speaking, gain control when you got the chance, and ask Client for their number to call them back, and do so in few minute, apologize for interruption and try to speak, Firmly, Friendly Efficiently with a very polite and professional manner, result: you gained their trust and handled the situation.

First take a deep breath when some one is yelling at u.

• Understand that the person is angry at the co .
• it is nothing personal
• As a CRE u are supposed to be the shock absorver of the organisation
• Try to pacify the customer by ur soft skills
• Be professional
• If there is something u can do in ur power do it or escalate to ur sup.

I try to calm the customer and solve the problem

Be polite

Listen to their complaint/problem

Don't make false promise

Treat them with respect

 And wish them well

 

The only way for that kind of customers is to listen to their complain/problem until they finish. than give the satisfy reply. 

Keep calm, reassure the customer you are doing everything to resolve the problem.... meaning tell him/her I need to research the  issue and you call him back with in24-48 hours ..... 

Important is that you do contact the customer with in this time frame and have a or several solutions at hand ... let the customer decide which solution is more of his/her perseverance.

I had a case where the customer claimed there were special billing for one of his locations, however nothing been documented ... I apologized in advance of any errors and told the client that I did generated the bill, no one had flagged me of this issue, but I would contact the manager (which been on a field assignment) to correct the problem. 

At this point I called the manager ... got the correct billing codes ... informed our accounting department ... made file notes with the correct billing codes; emailed and phoned the client with the correct billing ...This all took about2 hours and I had restored the clients confidence and had a happy client.

Keep in mind every Project Managers will insist on getting their negotiated deals... even if it is a petty amount of money like50 cents. ISO9001  states the customer is to be kept happy and every business should strive to improve quality of their product and keeping their customers happy 

As the saying goes,cooler heads prevails,like wise costumer is always right,it's challenge,at the behest and dependability of your tolerance,certain aspect of diplomacy must be applied,remained cautious with every word coming from your mouth,smile and remain soft spoken,seek legal action from your superior,before,taking action like giving them diiscounts or whatever will please your annoyed costumer and at least sympathized with their grievances.