Defusing the Tension of an Unhappy Customer
Any project manager can tell you that unhappy customers-- those who seem to have problems not only with the service you're providing but who find fault with whomever they're talking to at the time-- are inevitable. You're going to get one or two every once in a while. The good news is that while you may not be able to avoid them, you can defuse the tension between you and the customer by preparing yourself with a few simple customer service tactics.
- First of all, provide the customer with your attention and make sure that they know you want to listen to them. Let them know that instead of being an adversary that you want to help them become more satisfied.
- Next, repeat the customer's issues back so that you're sure that you understand where they're coming from. The customer will not only appreciate this, but start to feel that you're empathizing with them.
- Next, express to the customer that you're glad for the chance to improve the situation. While dealing with unhappy customers is never pleasant, try to remember that it's a chance for you to retain the customer and improve your services for future customers.
- Next, inform the customer about how you feel their issues can be rectified. If the resolution seems contentious, try to find a way to make it a win-win situation, where you each may compromise a little but both still achieve what you really want.
- Finally, carry out the agreed solution and confirm with the customer after you're done. If you fail to to this most important step, you will likely lose the customer's trust and perhaps even their business. If you do fufill your agreements, the customer may feel better about the relationship than they would have even without the previous complaint.
Remember, not even your customers expect you to be perfect all of the time. They realize that issues and complaints will come up. What's much more important to them is how well you handle their complaints when they do come up.
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