All businesses need to know how to handle unhappy customers. Every business will have them. There is no cookie cutter approach for handling dissatisfied customers. Here are a few fundamentals that may help. Knowing what to say and how to say it may save the relationship.
I. Listen actively to their problem or complaint.
2. Try not to interrupt.
3. Do your best to understand express empathy and apologize.
4. If you know what will fix the problem offer a solution. If you are not sure what the solution is ask the customer what you can do to make them happy. If it’s doable, take action as soon as possible and follow up in a few days to make sure they are happen with the resolution. You can even go above and beyond and send a hand written note or give a gift certificate or great discount.
5. If there is absolutely nothing that will make the customer happy, remain polite and professional. Apologize that things didn’t work out as they would have liked. Offer a refund or partial refund if possible and move on.
Remember, your most unhappy customers are your greatest source of learning. (Bill Gates ) Use this valuable feedback from the customer and continue working on improving your business practices.