How do you manage an upset customer?

Question

For example,a situation where a customer is disatisfied with the services provided.

Answer 1

I am a customer service manager at a bank and I have to deal with dissatisfied customers regularly. This is what I usually do:

What I have learned to do is let the customer vent first so that they get everything off of their chest. A lot of times that is what they want to do. Next I sympathize with them and apologize for whatever the issue is and I also thank them for coming to me and telling me of their dissatisfaction. Lastly I give them my business card and explain to them that they can always call me if they ever have an issue in the future. Most importantly I address the issue with the employee who may have caused the dissatisfaction.

Answer 2

If you are just an employee and they are really upset call the manager/supervisor/owner. If you handle every customer like that you are going to burn yourself out.

Answer 3

if the customer is upset for your mistake, apologise and request him to give you a chance to make it up with better service product. If he is upset because of misunderstanding, please explain the communication gap and leave the decision on him to continue business with you.