The best way to handle the demanding customer is to first acknowledge their priorities aligns with your priorities as well. In case of an impeding issue, try to understand the source of their problem, most often we will realise the source of frustration is no body is hearing them out and no action is taken. Post acknowledging, and initiate an action plan and share suitable timelines that takes care of the operational delays. Keep them posted on the progress, this will further keep them calm and patient. define timelines and process to set right expectation.

La première étape sera d'identifier leur besoins et de les regrouper par besoins ensuite responsabiliser un membre de l'équipe sur chaque famille de besoin. Ensuite le responsable de chaque section communiquera le temps d'attente et prendra les besoins par ordre d'arrivée dans l'agence.

During peak hours when faced with demanding customers, I prioritize their immediate needs by first assessing the urgency of each request. I stay calm and focused, addressing the most pressing issues first, while ensuring that I communicate clearly with customers about wait times or the steps I’m taking to resolve their concerns. If necessary, I politely ask for their patience and let them know I am dedicated to providing the best possible support. By staying organized and maintaining a positive, solution-oriented attitude, I ensure that each customer feels valued and their needs are met in a timely and efficient manner.

Peak hours aren’t just challenges—they’re your chance to earn loyalty in real-time. 3 recommendations: Prioritize clarity. ↳ Give customers concise updates—certainty beats silence. Show gratitude. ↳ Acknowledge their patience and reinforce their value to you. Focus on wins. ↳ Resolve smaller issues immediately to build momentum and confidence. That's what I call @Doing CX Right®‬