So, how to behave with dissatisfied customers when they are upset or angry? There are a few simple tips that will help you do the right thing and not go out into conflict.
For example, there may be a situation where the customer makes claims to you, and you understand that in fact, your fault in this is not. The reasons can be many: this issue does not apply to your immediate duties, the mistake was made by your partner and much more. But, whatever it is, angry customers have to tell you. In this case, before you start talking with dissatisfied people, give yourself time to calm down. At least a couple of minutes. Explain that you need to leave for a couple of minutes for some important reason, after promising that you will settle everything and will return soon. After that, catch your breath, even tell yourself everything that you think about these clients - and only when you realize that emotions have died down, you can return to your workplace and continue to talk. Believe me, in this case it will be more constructive and adequate than when you are "hot and hot", start to explain with your customers. Do not say that you are absolutely not at fault. You still can not prove this to the irritated people who want to recover their moral or material damage. It is better to talk to the channel in which you are trying to solve the problem. Explain with dissatisfied customers, clearly understand who is to blame for the problem and try to solve it. If you can, replace the thing yourself or offer another service. In the event that you really do not know how to do it, because it is not in your competence, call a person who can deal with this problem or you can accompany the clients to it. The main thing is that they see that their problem is not indifferent to you, and you really want to fix it, and do not try to get rid of them as quickly as possible. And never, never go to the person. Even if the client screams at you, do not start acting the same way. Thus, you simply lower the image of your company. If the client begins to insult you directly, in a cool and calm tone, explain to him that you are unhappy with his tone, you are trying to solve his problem, and not to listen to yourself about bad things.
Also, be able to represent yourself on the client's site. Even if he screams and is indignant, think for a moment about how you would behave yourself in a similar situation. Perhaps your behavior would look even worse. After all, if something happens that affects your business, finances or other serious aspects of life, you start to seek your rights and do not really think about the mental state of the employee in the service sector. Of course, it's very pleasant when clients, in any case, are able to restrain emotions and impulses, but still try to understand your customers and not respond with anger to their anger.
If you are working in a field where problems are solved via e-mail or Skype, try to communicate with clients by phone if possible. After all, as you know, live speech can never replace the letters read on the screen. Communicating with a dissatisfied customer messages, you can not explain everything correctly, or he will not understand your words. Therefore, if there is a conflict of interest, try to call the client back and talk with him calmly. Listen to his claims, identify the cause of displeasure, and then explain why this happened. If you are really to blame, promise to correct the mistake as soon as possible, and, most importantly, do everything to fix all the problems in the shortest possible time. In some cases, you must even sacrifice something personal in the name of work. Remember that if a client likes to cooperate with someone, he will always contact this company or this person. And this means a stable income and great prospects. Therefore, try to correctly prioritize and not give up customers who insist on the high quality of the work. Moreover, often they are right.
Well, the last thing - the more customers trust you, the less they complain about you. Even if you made a mistake, but always showed yourself as a responsible performer, the client is unlikely to make a scandal. He understands that such a miscalculation is an exception to the rules. Therefore, the problem will be solved not at the level of the conflict, but at the level of normal communication. A person who has earned a good reputation, rarely has dissatisfied customers. Of course, we all make mistakes, but if they do not repeat constantly, then people who know about our capabilities simply simply forgive them.
If you have too many disgruntled customers, it's worthwhile to think about the quality of your work, perhaps you are not paying enough attention to what you are doing and making mistakes. In this case, you should not blame your customers for being too demanding. They are absolutely right, because they pay you for doing your job qualitatively. Therefore, instead of getting angry and blaming someone for something, better do self-improvement and, believe me, soon dissatisfied customers will become much less.