1. Looking for opportunity in unhappy customers
Posted on February 15, 2012 by Maya Pillai
Recently, I had gone to lunch with my husband in a small restaurant near his office. I ordered a
Greek Country salad, cheese and tomato pasta and Gap juice (mix of guava and pear). I had
almost finished half of my pasta, when I noticed there was a small bit of polythene in my pasta. I
called the bearer and showed him the polythene. He took back the pasta and came back with a
full plate of the same item. Later, as we were leaving, the manager came over to offer his
apologies. I was touched by their customer service. Now I am their regular customer for Sunday
brunch. They have found a loyal customer in me.
The customer is the king. He is the one who decides whether your products/services should be a
success or not. As an owner of a small business or a customer care manager of an organization,
you may have to deal with unhappy or angry customers/clients all the time. Dealing with them is
not very easy and they have to be handled with care. However, if you know what to say and how
to say it, you might be able to gain their trust. Dealing with unhappy clients/customers can be
very challenging. “Your most unhappy customers are your greatest source of learning” says Bill
Gates. We have put together certain tips that will help you handle such a situation smoothly.
© 2012 Apptivo Inc. All rights reserved.

2. How to Handle Unhappy Customers
Step into your customer’s shoes – If you realize that your customer/client is unhappy, analyze
the situation from their point of view. Adjust your mindset to that of your customer’s and focus
on solving the problem for them. Keep in mind that all that matters is that your valued customers
are happy.
Active listening is the key – Listen carefully to what your angry or unhappy customers have to
say. Do not interrupt them when they are speaking. If a customer has sent you an email or written
a letter, ensure to respond promptly. A point worth mentioning here is, when you are actively
listening, neither should you jump to conclusion of what had happened nor should you solve the
situation immediately. Instead, listen carefully to what the client has to tell you.
Use calm and neutral words to start a dialogue – Once the unhappy client is over with his
explanation, you should repeat his concern. By doing so, you let him know that you have been
listening to him attentively. You should also clarify your doubts to ensure that you have
identified the problem correctly. The anger and stress levels of your customer will come down
when you agree on his issues.
Empathize and reassure them – Empathize with your unhappy client once you understand the
problem. Ensure that your body language matches the tone of your voice while dealing with
unhappy customers. Keep in mind that customers are always right, even when you know they are
wrong.
Give the customer a solution – Give a solution to correct the situation. If the customer is not
happy with your solution, give him/her the opportunity to resolve the issue. Don’t shy away from
© 2012 Apptivo Inc. All rights reserved.

3. asking the client to identify what will make him/her happy. Come to an amicable solution that
will benefit both you and the client.
Keep in touch with your client – Once the problem has been resolved, you should not put his
records in the back burner. It is a good idea to keep in touch with him/her to know if he/she is
happy with the service. Occasionally, send a gift or a discount voucher. This way you can
reconnect with them and also let them know that you care about them.
Last but not least, if it was the error on your part that made the customer unhappy, you should
know how it happened. Find the root of the problem and fix it without any further delay; so an
unhappy customer will not turn up in your doorstep again. You should work on improving your
conflict resolution skills so you can handle such situations proficiently and professionally.
Flickr image by aleutia
© 2012 Apptivo Inc. All rights reserved.