Check out #5 Rules In Dealing With Unhappy Clients. If your A Business Person This is For You.
Many of us have to deal with angry or unhappy clients as part of our roles, and it's never easy. But if we know what to say and, more importantly, how to say it, we may be able to save the situation.
Infact, we can even end up with a better relationship with our client than we had before. In this article we'll explore how to deal with angry or difficult customers and at the end we'll highlight specific tips and techniques that you can use to smooth things over, so that you can leave them feeling satisfied.
Step one: Adjust Your Mindset
Once you're aware that your client is unhappy, your first priority is to put yourself into a customer service mindset. This means that you set aside any feelings you might have that the situation isn't your fault, or that your client has made a mistake, or that he or she is giving you unfair criticism.
All that matters is that you realise that your client is upset, and that it's up to you to solve the problem. Adjust your mindset so that you are giving 100% of your focus to your client, and to the current situation.
Step Two: Be Empathetic and Apologize
Once you're sure that you understand your client's concerns, be empathetic. Show him/her you understand why they are upset.
For example, you could say, "I understand why you're upset. I would be too. I'm very sory that we didn't deliver your products on time, especially since this caused you alot of problems."
Step three: Present a Solution
Now you need to present her with a solution. There are two ways to do this.
If you feel that you know what will make your client happy, tell her how you would like to correct the situation. If you're not sure you know what your clients want from you, or if they resist your proposed solution, then give her the power to resolve things.
Ask him/her 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 four: 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.
Once the situation has been resolved, follow up woth your client over the next few days to make sure that she's happy with the resolution.
Step five: Use the Feedback
Your last step is to reduce the risk of the situation happening again. If you haven't aready done so, identify how the problem started in the first place.
Find the root of the problem and make sure it's fixed immediately. Also ensure that you're managing complaints and feedback effectively, so that you can improve the way that you do things.
I hope this information will be helpful to all of us and if you like this post kindly upvote it.
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@manchochris This is so true. I had an unhappy customer this week and my first thought was that they were blowing something silly way out of proportion, and I thought I might try to dig in and find out if it is as serious as he said. I resisted that temptation, and instead told him how sorry I was and what step I had taken to address his concern. In the end, he apologized to me for overreacting and asked how he could help me. Wow.