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The easiest way to appease a customer is to offer options to the customer. When possible allow the customer to pick the solution that they fell is appropriate,[link widoczny dla zalogowanych]

2. It's your responsibility.
Listen closely to the customers' complaint and repeat the complaint back to the customer. This process will allow you to design a solution to the customers' complaint.

5. Do not get into a yelling match.

8. Finally, Follow up.

For starters,[link widoczny dla zalogowanych], you'll lose and your company will lose. When the customers' temper gets the best of him/her, keep your demeanor calm and purposeful.

3. Listen and design.

Apologize for the customers' inconvenience. Acknowledge and show genuine concern for the customers' situation.

Though it may seem that the customer is attacking you, remember – ‘it's not personal.’ The situation is what is at issue. If you take the customers complaint personally, matters are sure to get worse before they get better.

Verify with the customer that the situation was resolved. Apologize for the inconvenience, and offer your service or services in the future.
1. It's not personal.
Charles Carter is an administrator for the Nortel Portal and Vice President of [link widoczny dla zalogowanych] He has 20 years experience in the telecommunications field, is a software owner/programmer, author of the fictional book "Chaos Theorem" and is currently the President of CS2Communications (http://www.cs2communications.com) - A Southern Mississippi Telecommunications LLC specializing in Nortel Meridian Programming,[link widoczny dla zalogowanych], Nortel BCM Programming, Structured Cable Installations, Nortel Symposium Programming and Smart eM Technology.
We are all team players and share in the triumphs and failures of customer service. Do not assign blame or pass the customer off to another team member.
From time-to-time you will come face-to-face with a customer that isn't happy with your service.

6. Offer Options.
Time is a very valuable resource to you and your customer. When the solution is agreed upon set a timetable for delivery. If you must leave the customers presence, inform the customer when you will return.

Article by Charles Carter [link widoczny dla zalogowanych]
4. Apologize and Acknowledge.

At this point, resolution and customer happiness should become your approach to diffuse the situation. Here are a few tips when dealing with an "upset" customer.

7. It's all about timing.