Dealing With Unhappy Customers

Start the dialog with a neutral statement, such as, "Let's go over what happened," or "Please tell me why you're upset." This subtly creates a partnership between you and your client, and lets them know that you're ready to listen.

Resist the temptation to try to solve the situation right away, or to jump to conclusions about what happened. Instead, let your client tell you their story. As they're talking, don't plan out what you're going to say when they're 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

Once they've had time to explain why they're upset, repeat their 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.

Use calm, objective wording. For example, "As I understand it, you are, quite rightly, upset because we didn't deliver the samples that we promised you last week."

Repeating the problem shows the customer you were listening, which can help lower 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. Show that you understand why they're upset.

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 them how you'd like to correct the situation.

You could say, "I know you need these samples by tomorrow to show to your own customers. I will call our other clients to see if they have extras that they can spare, and, if they do, I'll drop them off at your offices no later than 5 p.m. this evening."

If you're not sure you know what your client wants from you, or if they resist your proposed solution, then give them the power to resolve things. Ask them to identify what will make them happy.

For instance, you could say, "If my solution doesn't work for you, I'd love to hear what will make you happy. If it's in my power I'll get it done, and if it's not possible, we can work on another solution together."

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

If they contacted you by phone, make sure that they have your name and contact details. This gives them a feeling of control because they can get hold of you again if they need to.

Once the situation has been resolved, follow up with your client over the next few days to make sure that they're happy with the resolution. Whenever you can, go above and beyond their expectations. For instance, you could send a gift certificate, give them a great discount on their next purchase, or send a hand-written 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, then consider using Kaizen to continue improving your work practices. Also, ensure that you're managing complaints and feedback effectively, so that you can improve that way that you do things.

Further Tips

• It's important to handle difficult customers professionally. Learning how to stay calm and how to stay cool under pressure can help you get through challenging situations with grace and professionalism.
• If your client is especially angry, then talk slowly and calmly, and use a low tone of voice. This will subtly help lower the tension, and ensure that you don't escalate the situation by visibly getting stressed or upset yourself.
• If your client has sent you a difficult email or they're angry with you over the phone, then offer to meet with them in person if you can to address the problem. This will not only diffuse anger (since it's harder for most people to get truly angry face-to-face) but it also shows that you genuinely want to address and fix the situation.
• If you feel that your client is being unreasonable, you might start to get upset, especially if they're criticizing you, or your organization, unfairly. So learn anger management skills so that you can stay calm in these situations.
• Occasionally a client or customer may become verbally abusive towards you or your team. Know in advance what you'll tolerate, and what you won't. If things escalate, you may need to be assertive and stand up for yourself, or even walk away from the situation to give the client time to cool down.
• People in your team might be the ones on the "front line" when it comes to dealing with difficult customers. Make sure that they know how to engage correctly in emotional labor. (This means that they should know how to manage their own emotions when dealing with difficult people.)
• Work on improving your conflict resolution skills. These skills can help you if you need to negotiate with your clients.