When I went to coruier service center to collect my receipt, I observed a hostile customer asking the shop keeper why his courier didnot delivered yet. Shop owner was not there, but his boy answering him. The boy asked him he would have complained about it. He got angry and siad if he could follow it up, why he sould give it to a service and pay money for it. The boy didnot understand what to say and immediatly he called his owner. I thought the owner was on the way to shop. As soon as the owner came, he just asked the details and tried calling customer service to find the problem. The samething the boy also did it. But the way they handled the situation was different. Owner didn't say anyword, he just asked the details of addressee and sender details and noted down. He kept trying for customer service, but the phone was not answered. After a little time, it customer became calm and said to shop owner to find it out and inform him on his mobile.
Later owner was telling to his boy. First, he should calm the custmor down and then say anything. The boy said, he was not allowed to say any word and kept shouting. The owner asked to understand how he handled the customer.
As an observer over there, I found only difference between them was one responded and the other listened and divereted him to give answers to his questions. Asking for information related to issue diverted the customer to be away from hostility. Other thing owner did was lapsing the time. I observed that first time the phone was connected to service center, but, I could guess, he intentionally cut it. It is very obvious that after little amount of time everything becomes ease if there is no reciprocation from other side.
