Dealing With Unhappy Customers: Turning a Challenge into an Opportunity

Many of us have to deal with angry or unhappy clients as part of our roles, and it’s never easy. But if we know what to say and, more importantly, how to say it, we may be able to save the situation. In fact, we can even end up with a better relationship with our client than we had before.

In this article we’ll explore how to deal with angry or difficult customers. We’ll highlight specific tips and techniques that you can use to smooth things over, so that you can leave them feeling satisfied.

Step One: Adjust Your Mindset

Once you’re aware that your client is unhappy then your first priority is to put yourself into a customer service mindset. All that matters is that you realize that your customer or client is upset, and that it’s up to you to solve the problem. Adjust your mindset so that you’re giving 100 percent of your focus to your client, and to the current situation.

Step Two: Listen Actively to Your Customer

Listening actively to what your client or customer is saying – he wants to be heard. Start the dialogue with a neutral statement, such as, “Let’s go over what happened.” This subtly creates a partnership between you and your client, and lets him know that you’re ready to listen. Let your client tell you his story. As he’s talking, don’t plan out what you’re going to say when he’s done – this isn’t active listening! Also, don’t allow anything to interrupt this conversation. Give your client all of your attention.

Step Three: Repeat Their Concerns

Repeat his concerns so you’re sure that you’re addressing the right issue. If you need to, ask questions to make sure that you’ve identified the problem correctly. Repeating the problem shows the customer you were listening, which can help lower his anger and stress levels. More than this, it helps you agree on the problem that needs to be solved.

Step Four: Be Empathic and Apologize

Once you’re sure that you understand your client’s concerns, be empathic. And, make sure that your body language also communicates this understanding and empathy. For example, you could say, “I understand why you’re upset. I would be too. I’m very sorry that we didn’t get the samples to you on time, especially since it’s caused these problems.”

Step Five: Present a Solution

Now you need to present a solution. There are two ways to do this. If you feel that you know what will make your client happy, tell her how you’d like to correct the situation. If you’re not sure you know what your client wants from you, or if they resist your proposed solution, then give her the power to resolve things. Ask her to identify what will make her happy.

Step Six: Take Action and Follow-up

Once you’ve both agreed on a solution, you need to take action immediately. Explain every step that you’re going to take to fix the problem to your client. Once the situation has been resolved, follow up with your client over the next few days to make sure that she’s happy with the resolution. Whenever you can, go above and beyond her expectations. For instance, you could send her a gift certificate, give her a great discount on her next purchase, or send her a handwritten apology.

Step Seven: Use the Feedback

Your last step is to reduce the risk of the situation happening again. If you haven’t already done so, identify how the problem started in the first place. Was there a bottleneck that slowed shipment? Did a sales rep forget to confirm an order? Find the root of the problem and make sure it’s fixed immediately. Also, ensure that you’re managing complaints and feedback effectively, so that you can improve that way that you do things.

Dealing with difficult customers can be challenging. But if you handle the situation well, you may even be able to improve your relationship, and create further opportunities.

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