I always give utmost priority to customer satisfaction and always maintain a specific quota for referrals. Whenever a client is dissatisfied, I always viewed it as lost of referrals and even the loss of existing relationship and the list of network from that client. Though most of the time, I can get my point across through strong legal channels but almost 97% of the time, I get my point heard and even calm the customer through one on one conversation. Following are the tips which I follow after learning it by following Tom Hopkins.
Let them know that you are concerned: Whenever the client is displaying the traits of angry, I usually let him aware that I understand his anger and is concerned to solve their problems. I always note down their pain points and will always repeat the points which he is facing.
Don't Interrupt them: I always make a point to let the angry customers talk till they are completely done. I always make mental notes of what are things they are saying and will also note that down the points they said which are completely illogical or are out of proportionate. This will help me in getting complete control of the situation and they will be ready to take any solution which I am going to offer them.
Always ask questions: Whenever the client is down with his outburst, I continue with asking questions instead of raising my points. Through this I will get hold of my client's main problem areas and will also know how logical and rational his problems are and how much team is responsible for the problems.
Present a solution: Finally, I present a solution to my client's problems by evaluating his problem areas and my team's availability. I will even let my client know how we are going to aligned with the existing services and will also let them know about the new addons and the change in price. I even communicate about the pricing, if they are looking for more services which we weren't agreed for, while doing the negotiation by communicating the number of man hours. I always make my clients to sign on the new proposal.
Agreeing and delivering on schedule: Whenever a solution is reached, I always let my client know about the schedule and will always make my team to meet the schedule for delivering the solution.