BizSugar.com › Customer Service › A Better Way to Talk With Unhappy Customers

No matter how much customer care training we conduct, some customers will dislike our service. They may become so irate that they confront us face-to-face, venting their frustrations--at times rather loudly and accusingly.

How are we likely to respond? By habit, we become defensive. We talk plenty. We contradict them, and tension rises. Far from gaining satisfaction, the disgruntled buyers become more upset. However, there's a better way to deal with complaining clients.