i am a receptionist and how can i handle an upsept customer?

Answer 1

Try to stay as level-headed as possible. Be very polite. It works most of the time. And remember, most of the time it's not your fault. There are some seriously deranged people out there. Take it easy. =)

Answer 2

Be empathetic and listen.
Unless you can solve her problems, your only true way to help is to direct her to the correct person.
Make eye contact, affirm her/his statements. Express concern
in both facial expression and tone of voice.
Tell him/her that you are there to help DIRECT them to the correct person. Find that person or department, call them and inform them of the situation that has upset the customer and tell them you are sending the customer to their office or have them come to the front office to meet the customer. Make sure the person you call is willing to assist.
NEVER say "you're right, our company is wrong" or indicate fault.

Answer 3

don't rise to their level of agitation, remain calm. they probably want someone to listen. ask them what is making them upset. get details like when, who, how much, etc. then briefly tell them what you will do to help them, such as, I'll refer this to our customer service department. usually an upset customer just wants someone to listen.