by C S Slockbower

Created on: April 06, 2007   Last Updated: June 13, 2009

The easiest way to handle an unhappy customer is to put yourself in the customer's shoes. How do YOU want to be treated when your are a dissatisfied customer?

I worked for over thirty years in a service industry and it has been my experience that, with very few exceptions, the main thing a disgruntled customer wants is to be HEARD. Do not assume that you understand the customer's complaint, whether you really do or not. Let him speak. At the risk of sounding trite, let him get it off his chest.

Most people are not unreasonable. Often the customer recognizes that his need cannot be addressed, or his problem satisfactorily resolved. What he is looking for is a sympathetic ear, and a person willing to listen, understand, apologize if necessary and do whatever, if anything, is within his power to do to correct the situation. Sometimes, the customer's actual complaint cannot be resolved, but a reasonable alternative resolution can be achieved.

Years ago, as a wedding gift, I reserved and paid for a honeymoon suite at a local hotel for my assistant. On the night of her wedding, however, I was informed that the room had been rented out, despite my reservation. Naturally, I was upset. The woman behind the counter was unmoved and unconcerned and it showed in her attitude. While I understood that the hotel could hardly evict the current occupant of the room, I also knew that there were alternatives that the hotel could offer to help assuage my discontent. I asked to speak to the manager.

He was more concerned and sympathetic. He did all the things I would have done had our positions been reversed. He listened patiently, and without interrupting, as I voiced my complaint. He sympathized and apologized. He then offered an alternative room which was slightly less luxurious but nonetheless acceptable. To compensate me, he gave me the room at a discounted price and included a bottle of champagne and free breakfast for the honeymooning couple in order to compensate them. After all, I wasn't the only being wronged by this mistake.

This did not get them into the honeymoon suite, but I was satisfied that the hotel manager had taken my complaint seriously enough to do all that he COULD do to correct the situation.

This is all the average person is seeking in voicing their complaint and if one keeps this in mind when dealing with an upset customer, calming the situation is not as difficult or as intimidating a task as one might think.

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