Oct 17, 2012 By Alyson Stone

How to Deal with Unhappy Customers

in Customer Service

written by Sukhjit Ghag, Social Marketing Manager at desk.com

We’ve all been on one side or the other of an unhappy conversation, right? When your customer thinks your product or service isn’t delivering on a promise, you may find that every single thing that’s been bothering them in life is now channeled into a conversation with you. So, how do you handle it?

The panel of experts from Desk.com's Building the Customer Wow Machine in Portland had some excellent insight into how to deal with an unhappy customer. Here is a quick list of their tips:

1. Be real and authentic.
2. Set expectations and follow through.
3. Don’t be afraid to say “no” and offer an alternative.
4. Protect and support your team.
5. Put yourself in the customer’s shoes and ask yourself if you’d be satisfied.

The talk was so good, that I transcribed it below so you wouldn’t miss a single word. Take a look at the transcript, check out the video below, and then share some advice with the rest of us. How do you deal with a customer who is unhappy with you?