Last updated on Jul 1, 2024

You've received a complaint with no follow-up. How can you turn an angry customer into a satisfied one?

Receiving a customer complaint with no follow-up can be a challenging situation, but it also presents an opportunity to demonstrate the value of excellent customer support. When a customer is upset, it's crucial to approach the situation with empathy and a commitment to resolving the issue. By actively listening, acknowledging the problem, and taking prompt action, you can transform a negative experience into a positive one, potentially earning a loyal customer in the process. The following steps provide guidance on how to turn an angry customer into a satisfied one.

1 Acknowledge Quickly

When a complaint lands on your desk without a follow-up, your first step is to acknowledge it as quickly as possible. Time is of the essence in customer support, and a swift response can prevent the situation from escalating. Contact the customer, express your concern for their dissatisfaction, and assure them that you are prioritizing their issue. This initial touchpoint is critical in showing that you value their business and are taking their complaint seriously.

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Jaye Dryden

Coaching you through your transformation | Hospitality Heart | Operations Manager and Strategic Planner | Co-founder, Covenant International
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When a complaint lands in my hands, I do my best to contact the customer as soon as possible - immediately if at all possible. And it should be a phone call if you have the contact information. Honestly tell the guest that while you are just seeing the concern for the first time, he/she can rest assured that you are here to make the situation right. Apologize sincerely both for the delayed follow up and the situation.

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2 Listen Actively

Active listening is more than just hearing the words a customer says; it's about understanding the emotions and motivations behind the complaint. Give the customer your full attention, ask clarifying questions, and restate their concerns to ensure you've grasped the issue completely. This level of engagement demonstrates respect for the customer's experience and lays the groundwork for a constructive resolution.

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3 Empathize Sincerely

Empathy is the cornerstone of effective customer support. It's important to not only recognize the inconvenience or frustration your customer is experiencing but also to convey genuine concern. Use empathetic language to communicate that you share their feelings and are committed to rectifying the situation. A sincere apology can go a long way in calming an angry customer and rebuilding trust.

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Jaye Dryden

Coaching you through your transformation | Hospitality Heart | Operations Manager and Strategic Planner | Co-founder, Covenant International
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It's ok to say you are sorry for how the issue was initially handled (without throwing any of your team under the bus). It goes a long way to acknowledge that the client shouldn't have experienced this and our team did not handle the response to the same standard we pride ourselves in. "I am so sorry you went through this" is a great apology - but you have to put yourself in the client's shoes and mean what you say. If you don't care about your customer as a human being, you won't be genuine and the customer will see right through you.

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Alan Bergonia

Customer Service Team Lead / Trainer
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Customers who report not getting a follow up is a gift! I usually handle similar situations by allowing the customer to share their sentiments (what they are expecting vs what happened). Then, apart from taking ownership of the situation and assuring the customer that I will be their point of contact until the issue is resolved, I thank customers for reporting that they did not get a follow up and let them know that I will be personally checking what happened to make sure it does not happen again.

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4 Offer Solutions

Once you understand the problem, it's time to present solutions. Offer options that are feasible and fair, ensuring that they address the customer's concerns. If immediate resolution isn't possible, provide a clear timeline for when they can expect a solution. Empower the customer by involving them in the decision-making process, which can help restore their sense of control and satisfaction.

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Isabel Larriviere Holguín

| Ejecutiva Comercial | Gestión Comercial | Coaching Profesional | Ventas | Servicio al cliente - Gestión Postventa | Apasionada en temas de Liderazgo | Desarrollo de Negocios | Capacitación |
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Lo primero es no tomar el enojo del cliente como personal. 1. Escucha activa: para entender no solo lo que nos dice sino para involucrarnos con su problema. 2. Modular la voz para que sepa que estamos presentes y que lo estamos escuchando, que nos interesa ayudarlo, un "entiendo", "comprendo"; facilita la comunicación y empatía hacia el cliente. 3. Brindar soluciones y en ese momento no es posible resolverlo, pues brindarle una fecha tentativa de solución y los siguientes pasos que seguirá el caso o incidente. La insatisfacción de un cliente es cuando habrá un tercero que tomará el caso y donde tendrá que volver a explicarlo, esto es lo que se debe evitar. Los tiempos de resolución de los casos deben ser medidos en toda empresa.

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5 Follow Through

After proposing a solution, it is imperative to follow through on your commitments. Keep the customer informed about the progress of their case and any steps being taken to prevent future issues. This transparency shows that you are not only responsive but also reliable. Consistent communication throughout the resolution process is key to maintaining the customer's trust and patience.

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6 Build Relationships

Turning an angry customer into a satisfied one isn't just about resolving a single complaint; it's about building a lasting relationship. Use this opportunity to learn from feedback and improve your services. Show appreciation for their patience and offer a token of goodwill if appropriate. By going above and beyond in your response, you can turn a negative situation into a positive experience that reinforces customer loyalty.

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7 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?

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You've received a complaint with no follow-up. How can you turn an angry customer into a satisfied one?

1

2

3

4

5

6

7

1 Acknowledge Quickly

2 Listen Actively

3 Empathize Sincerely

4 Offer Solutions

5 Follow Through

6 Build Relationships

7 Here’s what else to consider

Customer Support

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You've received a complaint with no follow-up. How can you turn an angry customer into a satisfied one?

1

2

3

4

5

6

7

1 Acknowledge Quickly

2 Listen Actively

3 Empathize Sincerely

4 Offer Solutions

5 Follow Through

6 Build Relationships

7 Here’s what else to consider

Customer Support

Rate this article

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