Exceptional Customer Service Training: Handling Upset Customers

Every situation is different, but below are some general guidelines for handling upset guests.

• Listen without interruption.

• Ignore the excessive and erroneous things they say (let it go). Do not take it personally.

• Never return aggression with aggression.

• Empathize. Try to feel the way they do, but never say that “You know how they feel”.

• Paraphrase the content so they know, you know, what their complaint is.

• Guide their conversation with open-ended questions: Who? What? Where? • • When? Why? How?

• Acknowledge their feelings and emotions. (“I can see that you are frustrated with this problem.”)

• Discuss solutions and take corrective action.

• Lastly, thank the customer for the complaint.