If your customer is unsatisfied (for just or unjust reasons), you will have to use some of the many techniques of the customer service professional to win their support and continued loyalty.

There are several key stages in solving a customer's problem:

Understanding and acknowledging the problem
Questioning the customer for clarification
Taking responsibility, apologising, empathising, listening
Clarify the actions to be taken
Gaining customer approval
Resolving the complaint
Feeding back to the customer on the progress of actions

Make sure to use the active listening skills from the previous module of the course. Ask the necessary questions to get a complete picture of the problem at hand and find out what exactly the customer is looking for.

From the beginning you should believe that the customer may be right. Always be open minded toward the customer’s opinion, make them feel that they are listened to.

Make sure not to argue or interrupt while the customer is explaining the situation.

Don't lose your self-control. If you stay relaxed, most customers will calm down.

Involve the customer in problem solving. Suggest alternative solutions to the problem at hand if they exist. Customers appreciate the opportunity to choose the ways of problem solving.

Make sure that the promised measures are taken. If you don't take action and ignore the customer’s complaint, the problem will grow.

Sometimes customers are wrong in what they're saying. If this happens, you should let them leave with dignity and without feeling embarrassed so that they feel welcome returning to the establishment.

	Created by Antonia Blankenberg over 7 years ago

Best Practice in Customer Service Note on Dealing with Customer Concerns and Issues, created by Antonia Blankenberg on 25/07/2017.