It is important to realize and remember that your business benefits from satisfied customers. A customer that is unhappy with services or experiences will express their dissatisfaction and can harm your company’s reputation, while a good experience can lead customers to share in a positive manner.
The saying “the customer is always right” does not need to be taken literally. It is a good reminder that the customer should always feel that they are being handled in the best way possible. Turning any problem into a positive can help the company’s reputation and can turn an unhappy customer into a happy one. It is good to take the experience as a challenge and to see how you can bring about optimal results.
Being understanding towards the customer is one of the best ways to handle the situation. Customers tend to get more aggravated or angry if they feel that they are not being understood or if they are being questioned unfairly. If you respond with empathy then it can turn the situation around and make the customer see you as a source of help instead of another problem.
Listen and respond calmly, whilst maintaining a concerned yet attentive demeanor. Saying words such as “I’m sorry this is happening to you,” “I would feel the same if I were you” or “let’s find a way to solve this together” can help express your empathy. Showing empathy doesn’t mean that you have to give into the customers whims, you should still follow company policy, however you can change the point of view that the customer has towards the policies.
Find the best way to deal with the situation once you have heard and tried to understand the customer’s plea. Examples of further action include an apology and contacting your supervisor. Try to make every part of your interaction with the customer a positive one and don’t let them leave disappointed or upset. The most effective question you can ask is “How can we work on this together so we can better satisfy you?” and working from there is a great way to resolve even the most challenging "customer dis-satisfaction "scenario.