How to Deal with an Unhappy Customer

No matter how hard you try, not all clients will be happy. No entrepreneur wants his or her customers to be unhappy. Not to mention that it's bad for business. Customers are human beings. Responding to angry, disgruntled and frustrated customers can be very stressful, especially over the phone. However, this is precisely the time when businesses have a golden opportunity to shine.

Listen - It's easy to truly care about them. And once you truly care about them, it's a lot easier to solve their problem. Unhappy customers can be a goldmine for how you can improve your product or service. Listen to them, and see it as a gift. When there is a problem, the first thing you should do is listen and understand what happened from the customer's perspective. Then ask the customer exactly what would make him or her happy.

Apologize - Ask yourself what you would really want in their situation. It's far more constructive to be empathetic and agreeable with customers. Apologize for and explain the situation, issue a refund (if applicable), and offer an additional benefit for sticking with you. Begin with "I'm sorry," then move to "How can we make this up to you?" You'll not only make that person happy, but you'll also learn how to improve.

Learn - When you calm the customer down, you can also potentially learn from them. Prepare to help, ask questions, and convey personal caring. The vast majority of customer complaints are legitimate, so this should always be your first assumption. Writing information down will ensure that you’ve accurately documented the situation, help you find solutions, avoid having the customer repeat themselves, and make it easier to relate the event to others if needed.

The customer may not always be right, but you should always make it right. Remain cool and try your best to problem solve. As always, remember us here at Marketink. Get Faster and More Reliable Printing, Banners and Large Graphics. Call us if you need us: 877.990.1616

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