What is the best way to deal with an upset customer at a bank?

Question

What is the best way to deal with an upset customer at a bank?

Answer 1

Give them lots of money and ask them to leave quietly

Answer 2

Figure out what they want.

Often when I am frustrated with a business I want someone to listen.

A superior maybe, but don't just pass the buck.  As a customer it suck to go from person to person to person and 3 hours later you've spoke to all 10 staff members 4 times over.

Answer 3

Be calm, be respectful, and don't say anything condescending or provocative. I like the idea about bumping the issue up to a "superior".  

Answer 4

I've worked at a bank and it always helps to lower your voice when they raise theirs. They are going to have to shut up to listen to you... therefore calming them down. Then i would always act overly concerned involving their problem and insure that it would be fixed. Then after the incident follow-up with the customer. Give them a call and make sure everything was handled correctly... If you establish repor the next time the customer won't be as apt to yell.

Answer 5

Give them to someone else to handle.  It may sound like a cop-out but it is the best thing for customer relations.  Always refer to that person as your Superior. (we used to take turns being the Superior) The change of people seems to bring the energy down and make the customer feel as if they are winning in some way.