Author: Neftaly Malatjie

Your last step is to reduce the risk of the situation happening again.

If you haven’t already done so, identify how the problem started in the first place. Was there a bottleneck that slowed shipment? Did a sales rep forget to confirm an order?

Now you need to present her with a solution. There are two ways to do this.

If you feel that you know what will make your client happy, tell her how you’d like to correct the situation.

You could say, “I know you need these samples by tomorrow to show to your own customers. I will call our other clients to see if they have extras that they can spare, and, if they do, I’ll drop them off at your offices no later than 5:00pm this evening.”

If you’re not sure you know what your client wants from you, or if they resist your proposed solution, then give her the power to resolve things. Ask her to identify what will make her happy.

For instance, you could say, “If my solution doesn’t work for you, I’d love to hear what will make you happy. If it’s in my power I’ll get it done, and if it’s not possible, we can work on another solution together.”

Once he’s had time to explain why he’s upset, repeat his concerns so you’re sure that you’re addressing the right issue. If you need to, ask questions to make sure that you’ve identified the problem correctly.

Use calm, objective wording. For example, “As I understand it, you are, quite rightly, upset because we didn’t deliver the samples that we promised you last week.”

Repeating the problem shows the customer you were listening, which can help lower his anger and stress levels. More than this, it helps you agree on the problem that needs to be solved.

The most important step in the whole of this process is listening actively to what your client or customer is saying – he wants to be heard, and to air his grievances.

Start the dialogue with a neutral statement, such as, “Let’s go over what happened,” or “Please tell me why you’re upset.” This subtly creates a partnership between you and your client, and lets him know that you’re ready to listen.

Resist the temptation to try to solve the situation right away, or to jump to conclusions about what happened. Instead, let your client tell you his story. As he’s talking, don’t plan out what you’re going to say when he’s done – this isn’t active listening!

Also, don’t allow anything to interrupt this conversation. Give your client all of your attention.

Once you’re aware that your client is unhappy then your first priority is to put yourself into a customer service mindset. This means that you set aside any feelings you might have that the situation isn’t your fault, or that your client has made a mistake, or that he or she is giving you unfair criticism.

All that matters is that you realize that your customer or client is upset, and that it’s up to you to solve the problem. Adjust your mindset so that you’re giving 100 percent of your focus to your client, and to the current situation.