Dealing with unhappy customers is an unavoidable part of any business. In reality, mistakes are inevitable, and everyone makes them. Sometimes a client’s problem goes out of control like wrong or late delivery, shipping an incorrect item, or overcooking a cheeseburger. Such blunders may appear from time to time, which can make you talk down an unhappy customer. Complaints are undesirable, but at the same time, if you learn from them and use the learning to enhance customer satisfaction, they can be worth their weight in gold. An instant and good response to a client complaint also ensure you’ll receive that particular complaint only once.

 

Remember the following ways to deal with unhappy customers, and you’ll be able to diffuse any situation:

 

1. Don’t Throw Gas On The Fire.

Claiming the problem as their own, or shouting back at a customer might escalate the problem. Throwing back the insults at the customers and expecting them to come to a fair settlement is futile. No matter how angry a customer is, you must be in control and keep your cool. You just need to let the angry customer release their frustration. You can easily get the way to a resolution if your patience remains long enough for the customer to get all their anger out.

2. Repeat What They Say So They Know You Are Listening

Repeating certain phrases back to the customers put the impression that you are taking their complaint seriously. The client must feel that you are attentive to their complaints, but don’t irritate the customer by imitating the exact lines. Repeating a few phrases like “so you get the wrong delivery again” or “the soup is bland” makes the customer assumes that you’re paying attention.

3. Don’t Just Pretend, Listen Too.

Don’t just do pay lip service to the customer by repeating after them either. While the step above provides the customer with some comfort, you need to listen to them and understand their problem. Treat each customer as an individual, not just another person in a long line of complainers. A customer likely just wants their problem resolved with the least resistance, so really listen to their words and empathize with their concerns. We’re all human here, after all.

4. Apologize Appropriately

It is irrelevant to think whether the client’s complaint is legitimate or not. You must express an apology for the problem they are facing if you want them as a regular customer. A simple and sincere apology can work like magic.

5. Don’t Take It Personal.

Always remember that the client’s not-so-good experience with your company is the reason behind their frustration. They are not targeting YOU individually. You should always keep this in mind, particularly when you are dealing with hostile customers. You are not their target. They just want a solution to their problem. So don’t let it bring you down. You are just their conduit into the organization, and they’re unhappy with the company, not you.

6. Focus On The Customer Rather Than The Complaint. 

If your main focus is on the customer rather than the complaint, then it will help you to understand or “walk in the shoes” of the customer. It will assist employees to listen more responsively to the customers, and this is the first thing a customer wants. While a customer vents his frustrations, this advice will encourage the employees to remain calm and polite.

7. Empower Employees To Handle Customer Complaints Themselves. 

In some issues, there will be a time when a senior most person must appear to deal with a complaint. Still, it is always advisable to empower your employees to handle general complaints themselves. It will create a customer-friendly environment, provide more positive customer experience, and increase employee involvement.

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8. Verify Before Taking Action

Always make sure that you exactly know what remedy would make the customer content. Then recheck the solution and its effect before taking any further action. Rarely customers will ask for more you can offer, so always ask and confirm what will make them happy. After taking their instructions, check if you can implement the suggested solution, then take the actions accordingly, it will make the customer happy and satisfied. The least desirable thing is implementing a solution only to discover that the client is still unhappy.

9. Verify Before Taking Action

Always make sure that you exactly know what remedy would make the customer content. Then recheck the solution and its effect before taking any further action. Rarely customers will ask for more you can offer, so always ask and confirm what will make them happy. After taking their instructions, check if you can implement the suggested solution, then take the actions accordingly, it will make the customer happy and satisfied. The least desirable thing is implementing a solution only to discover that the client is still unhappy.

10. Do Your Best To Find A Solution

Complaints are not always true, but still, you should do your best to fix the issue and make the customer happy. You will encounter issues with some simple solutions like a discount, refund, or a replacement. Sometimes there will be matters of greater degree that might need something free to satisfy the client. Customers’ needs may differ when they make complaints, so you need to fix each problem with specific and individual solutions. Similar solutions might not work with all customers. If you keep your patience and make the clients believe you’re their well-wisher, a solution will always arise.

11. Take A Few Minutes On Your Own

After handling the situation, you must take a break. Even if you have managed the condition most professionally, it’s still a stressful event. Rather than allowing the pressure to linger inside you, take a short walk, treat yourself or talk to someone. After that, you’ll be ready to interact with the customers again.

12. Learn From The Experience

How can you avoid this problem from occurring again? Examine the circumstances and how you can improve to avoid this problem from happening again. Are there any steps you can take to shield yourself from such matters again? Recognize the major and minor issues and form a specific plan to prevent them.

13. Lastly, know When To Give Up

Sadly, It is not possible to win all unhappy customers over with your excellent customer service. Sometimes even after doing everything you can to resolve the issues or to remedy the situation, it will not be enough. Some clients just want to keep complaining about the services. In such situations, you just need to throw in the towel and stop wasting your time. Pick yourself up and move on.

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