A customer calls you and says that he wants to take a loan to start a business. He is ready to produce the required documents. Finally, you ask him about the nature of his business, to which he says he wants to start giving loans to people. You explain to him, that bank does not give loans to business like this, but he is not convinced. In fact, he says he won't leave the premises until you give a satisfactory answer. The situation is both funny and tricky.
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Answer: First of all I will listen him than will say that anger and frustration can be diffused easily if you remain kind and understanding. You can tell your customer straight away that you appreciate them reaching out about their concerns and that you want to understand exactly how they are feeling. A statement such as this from the get-go lets your customer know that you truly care and that you are ready to listen. When a customer knows that you truly care, you are well on your way to finding a reasonable resolution to the customer complaint.
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