The Art of the Response: How to Handle Upset Customers with Grace

By: A Staff Writer

Updated on: Sep 03, 2024

Your reaction in the heat of the moment will determine the outcome of the complaint.

• Speed Matters: Address it quickly to show you prioritize their experience.
• Empathy is Essential: “I understand how frustrating that is” goes a long way.
• Resist Defensiveness: Their perception IS their reality, even if you disagree with details.
• Ask for Details: “Can you help me understand what happened?” gets to the root cause.
• Seek Resolution, Not ‘Winning’: What can actually FIX the problem (refund, redo, etc.)
• Empower Your (Future) Self: Document the complaint and solution for reference.

Turn a potential brand detractor into a loyal customer with the right approach.

Remember, how you deal with the bad times is what defines your business reputation.

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