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The best way to handle an unhappy customer is to make him or her happy. It sounds pretty simplistic but often seems more difficult to put into effect. However, it really is simpler than most people think.

First of all, if you're wrong, admit it. The customer will respect you far more for your honesty. People also want your empathy. They want to know that their complaints are not in vain and they expect you to validate their position.

In other words, they want to know that you see that there is a problem. You can give them this small satisfaction even if there isn't much more that you can do for them, and it will go a long way.

If there is something you can do to right the wrong, do whatever you can to make amends. If you have the authority to give a refund of replacement for a faulty product, do so, even if it means a small percentage is deducted from your commission. A repeat customer who returns because of your gestures, will more than make up for the small percentage lost. People also tell their friends and family how they are treated and how such situations work out, so you need to ensure that "word of mouth" publicity is positive.

Do your best to make amends for poor or rude service as well. People want to be shown respect and when they are spending money with your company, they don't expect to be treated rudely or have their complaints ignored. Apologize if necessary. Coupons or freebies tend to also help smooth things over, but only after an apology.

Again, the best way to deal with an unhappy customer is to turn him or her into a happy one by doing whatever it takes to ensure that outcome.

Learn more about this author, S. Mills.
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