If the time is ticking - then no matter what is costs, help the customer right and then. If the issue is customer driven - then make them understand about the necessary steps which are required to provide a resolution. Customer will burst out, will be adamant etc but make them realise about the solving the urgency first because the clock is ticking and assure them that one everything is resolved and customer gets what he/she wanted then as a business we will listen and acknowledge any service failures if there were any. Customer might love your product but a business has to keep selling the same product again and again.

When customers are upset, speed and empathy matter. I use L.E.A.D.: Listen – Let them speak without interruption. They waited to talk to you, give them a minute to explain. Empathize – Acknowledge their frustration with a sincere response. Show them you understand them. Act – Offer a quick, effective solution or escalate appropriately. Deliver – Follow up to ensure long-term satisfaction. Resolving issues isn’t just about fixing a problem—it’s about rebuilding trust. Sometimes an upset customer will wind up your biggest cheerleader if you show them they matter.

Take Ownership Even if the issue is out of your hands, assure them you’ll follow up to make sure their complaint is addressed. This builds trust. “I’ll personally make sure we follow up to ensure this is resolved” shows that you're not passing the responsibility off to someone else.

Resolving their complains, and trying to take action quickly to save their time, because if customer satisfied then this is our goal and success

Show them that you're giving your attention to them to solve their situation/ issue. Apologies for any inconveniences caused to them on behalf of the company/service. Try your level best to give an immediate and better solution for the customer. And get a support from your colleague or the team leader if necessary to speed up the process.

Listen to their concerns and paraphrase the issue back to them to ensure understanding. Be empathetic. Explain the process and assure the customer you will do everything you can to help them. That doesn't mean that we are going to do what the customer wants. If we can, that's great. But we're also helping the customer by giving them accurate information they need to resolve their issue or to the correct department that can help. If you're helpful, even if you can't fix the customer's issue, most will remember how you were helpful and kind and did everything you could. Taking your time with the customer to ensure they feel valued is important. Try to be as efficient as you can and have respect for the customer's time.

They have probably already been mishandled by the time it comes to this, so listen, defuse and problem solve to turn around a negative cusromer experience.

Stay connected to the resources available to both you and the customer. Be ready to advise them in the right direction and have communication outlets ready to offer. When you are accurately and readily connected to this information, you will be ready to make the appropriate suggestion on how to help. If it's an issue to be dealt with at a store level, ensuring they get the proper help from someone qualified to provide efficient and effective service is key. Setting them up with one of your star team members is the best chance at keeping them happy.

Respond promptly with empathy: Acknowledge their frustration immediately to calm emotions. Gather key details quickly (order numbers, timelines, specific issues) while actively listening. Clearly outline a resolution path: explain steps, set realistic timelines, and offer options (refund/replacement/workaround). Assign ownership and follow through aggressively without excuses. Follow up within 24–48 hours to confirm satisfaction and document feedback. Stay calm, avoid defensiveness, and escalate complex issues to senior teams if needed.