How we should handle the critical customer about his problem?

First all we should listen the queries and shout of the customer with patient and analyze the queries and provide any solutions without delay to such customers.

Be calm but not evasive. Understand the problem and solve it. If you dont know, then ask a colleague. The last thing an angry customer wants is the wrong thing at the end.

All Customers are critical so there should not be two policies or SOP for different customers. 

You need to handle all customers with utmost care and every customer can turn into an angry customer if not handled or catered to properly.

Customer lost is business lost which is a very critical thing in today competitive market.

 

You need to listen to all the queries of the customer very carefully, need be document it. Try and analyze his/her requirement, if it is doable then do it the the way it is to be done in a professional manner and if not then simple explain to the person in detail as to why it cant be done.

 

Be polite all the time during the conversation, he/she should feel that you are on their side all the time whereas obviously you are trying to save your companies repute. 

 

Hope i have answered your question.

The main thing is listening, listen to the customer very carefully and understand the customer's problem. When you listen the customer and give importance to his problem he will come to a comfort zone. Once you realize his or her problem give them the best option to solve that problem. If it is an irate customer you can offer him a glass of water.  

Offer to a cup of tea. Listen his/her problems Customer is always right. Face reading of customer is watched and try to excellent behaviour also best friendship relation/behaviour. Honesty is the best policy. His findings are listened and amended our mistakes. Customer's right direction is always very fruitful for our business THATSALL.

First of all you have to listen to the customer carefully. And be calm and cool. Use customer name when you always talk to the customer that will help to reduce customer anger when you use his or her name. And be empthyis. Take the owner ship and give the solution for the customer. Try to make him always keep cool. Always tell him to you are here to help him.