How do you calm a frustrated and unsatisfied customer?

[Kross]

There are times that systems and processes of businesses fail. And customers can get frustrated and come at the business owner, management and staff. How can such tensions be quelled and not allowed to escalate?

 

[Trush Jodie]

Try not to be defensive as a business owner, manager or staff in that situation. The customer must have lost something from that small failure.

 

[eLdavis]

I believe the first step in calming them would be to first patiently listen to them. Let them rant and complain to you, after that calmly talk to them and find a solution. Don't make it feel like it is completely their fault.

 

[Augusta]

Acknowledge their feelings, rephrase their concerns to show understanding, and offer potential solutions while remaining calm and professional. Prioritize fixing the problem .

 

[Fidelia]

When your system that serves customers fail, it is the fault of the business and the business owner. Customers have the right to shout and complain.

 

[Fire&Rain]

First and for most always address the customer calmly, no matter how any they get. Try understand where they are coming from and offer a solution to help resolve the issue. As a form a apology add a little incentive. A small gesture can go a long way, even bring you more customers.

 

[Augusta]

Pay close attention to what the customer is saying, both verbally and nonverbally. Reflect back what you hear to ensure understanding.

 

[King Belieal]

Apology to the customer is very important in this situation. Let the customer rant. Just stay on apologising to the customer.