How do you handle an aggrieved customer?

Question

Accepted Answer

Addressing an aggrieved customer requires empathy, active listening, and effective problem-solving to restore their trust.

Listen actively: Allow the customer to express their concerns without interruption. For example, nodding and maintaining eye contact shows you care.
Empathize: Acknowledge their feelings. Say something like, 'I understand why you're upset; I would feel the same way in your situation.'
Apologize sincerely: Even if the issue wasn't your fault, a simple 'I'm sorry for the inconvenience' can go a long way.
Offer solutions: Present options to resolve the issue. For instance, 'We can offer a refund or a replacement, which would you prefer?'
Follow up: After resolving the issue, check back with the customer to ensure they are satisfied with the solution.

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