A number of year back I made up a acronym that I use quite often. But sometimes honestly customers just need to vent. Here is what I do LEARN Listen to them, don’t interrupt them. Evaluate the issue as they see the issue Ask well thoughtout questions React to the issue with solutions Never make excuses, “Own the problem until it is solved in your eyes and in the customers eyes”

The customer has built the argument and rehearsed it in their head so let them speak uninterrupted. While you are listening assess what portion of the problem do you or the company own. Make your resolution decision based on this. Begin your answer by repeating key take aways from the customers complaint so they realize you were listening to their concern. Show empathy and don't be afraid to take ownership of the problem if you assessed a majority of the issue belonged to you or your team. Work to regain their trust and loyalty. A key saying to remember is "Say what you mean, mean what you say, but never be mean when you say it".

When dealing with an upset customer, the key is to turn frustration into trust. Start by actively listening to their concerns without interruption, showing genuine empathy to acknowledge their frustration. Maintain a confident and reassuring tone, ensuring them that their issue is a priority.

In my experience, I’ve found that it’s important to listen carefully and understand the needs and expectations of an upset customer. Trust is key, and your responses should be specific, providing solutions while showing empathy for their situation.

When a customer is still upset after your initial attempts to help, it's crucial to reassess the situation, ensuring you've truly listened and haven't missed anything. Acknowledge their feelings with empathy and validate their frustration. Take ownership of the problem, even if it's not directly your fault, and focus on providing concrete solutions with clear expectations. Offer options if possible and empower yourself to go the extra mile. Finally, always follow up to ensure the issue is resolved and thank them for their patience. Turning a negative experience into a positive one can build customer loyalty.

When a customer is upset, a quick apology or a standard solution isn’t always enough. That’s why, instead of rushing to close the issue, we should take a moment to truly listen. There’s a principle in psychology that says when people feel heard, their reaction shifts. So instead of telling them what I can do for them, I would ask: How do you think we could improve this? It’s not just a strategy, it’s a genuine way to show them that their experience matters. And more often than not, when someone feels taken seriously, frustration turns into collaboration :)

I have been in customer service for over 30 years and through that experience I have faced some challenging situations. Some of the most important takeaways that I still practice today are: -Listen -Empathize -Figure out what occurred? -Why did it occur? -What are we doing to correct this? -What are we doing to prevent this from happening again? These steps have proven successful for me in the world of servicing our clients. Always remember - without any of your clients, where would you be!

1.Acknowledge the customer's frustration and show understanding. 2. Recognize the customer's feelings and give them permission to feel that way. 3.Offer alternative solutions or options that meet the customer's needs. 4.Ensure that any promises or commitments made are fulfilled.