Whether you are in retail, hospitality, health care, corporate sales or some other industry, almost everyone in the workforce has encountered an irate customer at some point in their career. Although dealing with an upset client might be challenging, it can be accomplished in a way that yields positive results for yourself and your company. Dealing with the customer in a calm, rational and proactive manner can help you do your job well and retain that customer. In this article, we explain steps you can take to interact positively with dissatisfied customers.
Regardless of whether you feel responsible or not for the problem, it is always wise to deal politely and promptly with angry or upset customers. Some reasons include:
By communicating politely and finding a resolution, you can retain this customer for future transactions.
A customer pleased with how you managed the problem might reverse their view and give positive feedback to your supervisor or in an online review.
Solving the problem might show you how to fix an issue in the company to prevent this from happening again and thereby improve a part of the company’s process.