Customer service pro’s tend to think their customers are pretty great. Almost all of them… Work in customer service long enough and sooner or later (or both) you’re going to run into a customer that turns foul.  It is always an unpleasant situation for sure, but there are ways to turn the situation around.

Typically the first thing we try to do when faced with a customer who is upset because our products or services didn’t live up to their expectations is try to fix the problem. Believe it or not this is not correct. What we need to do is address the customers feelings first. Chances are your distraught customer needs to vent.  Face it, they’ve worked up a good head of steam before they came in to see you about their problem and they are going to want to dump those feelings on you. It’s o.k.! Let them express their emotions.

Don’t forget -it has nothing to do with you personally. Remember to stay emotionally detached, even if customers are nit-picking at you, don’t rise to the occasion.

Now listen with your whole being. Really listen and look like you’re listening. Customer’s want to know you care about them.

Tell the customer you understand how they are feeling.  Do not say ‘Oh my God!’ or ‘I’d feel the same way’.

Don’t over-apologize. Say you are sorry for the situation ONLY ONCE. Do not gravel or repeatedly say how sorry you are. It makes you and your company look floppy.

Now you’re customer is likely feeling calmer and you can tell the customer what you can do for them. Don’t forget to build rapport.  This is an excellent opportunity to build customer loyalty!

Finish this transaction by thanking the customer for their business, as well as their desire to work with you to make the business environment a pleasant place for all to be at.