Seven Ways to Respond When a Customer Has a Problem

When something goes wrong with a customer, it is important to have a plan in place for how you will respond. Defending yourself and trying to shift the blame is not the best way to handle the situation.

Siding with your customer and helping them through their issue is the best way to show that you care about your customers and their experience with your company.

If you are not sure how to respond to a customer who has a problem, here are seven ways that you can respond:

SINCERE APOLOGY

The first way you can respond is by apologizing. A simple apology can go a long way in diffusing the situation and making the customer feel like their concerns are being heard.

Example: In the 90's, it was common practice to overbook both the airplane seats and cargo. for airlines to over When I worked in the international aviation industry as a ticket counter agent, reservations would often overbook the flights. Passengers who checked in late would be left without a seat on the plane. I had to deal with a lot of angry customers. The best way to diffuse the situation was to apologize and offer to help them rebook their flight or find another solution.

The reality is that you have no idea what is going on in a person's life. They could be traveling for business, pleasure, to visit someone whose been in an accident or quite ill or attending a funeral. With that in mind, let's be kinder to one another.

EMPATHY

You can respond by empathizing with the customer. Empathy shows that you understand how the customer is feeling and that you are sympathetic to their situation.

Example: As a coach, you may find that sometimes clients are unable to pay their bills on time. In these cases, it is important to empathize with the customer and let them know that you understood how they are feeling. You would then work with them to resolve the issue as best you can.

ASK QUESTIONS

Another way to respond is by asking questions. This shows that you are interested in understanding the customer's problem and finding a solution.

Example: Your coaching clients may feel challenged by technology. To eliminate their frustration, set up tech support. Another option is to set up weekly tech support office hours via Zoom. Instead of you leading the call, your tech support team answers all questions. Talking to someone who immediately understands the problem and supports finding an immediate solution changes how people perceive your brand.

Fun fact: I enrolled in Amplify, a premium coaching program offered by Marisa Murgatroyd, Co-Founder of Live Your Message because of the way her team responds to client inquiries. Her customer service experience, tech support, training matierals, coaching support are world class.

ACKNOWLEDGEMENT

Another way to respond is by acknowledging the problem. This shows that you are aware of the issue and that you are taking steps to fix it.

Example: If a customer received a damaged item from your company, you would want to acknowledge the problem and apologize for it. You would then work with the customer to resolve the issue, whether that means sending them a new item or giving them a refund.

OFFER A SOLUTION

Once you have gathered all of the information from the customer, you can then offer a solution. This shows that you are willing to work with the customer to resolve their issue.

Example: After gathering all of the information from the customer, offer a solution. This would often involve walking them through the steps to resolve the issue or providing them with a work-around.

FOLLOW UP

The last way to respond is by following up with the customer. This shows that you are committed to resolving the issue and ensuring that the customer is satisfied.

Example: After offering a solution to the customer, follow up with them. This usually involved checking in to make sure that they were able to resolve the issue and that they were satisfied with the resolution. You would be surprised at how many small business owners overlook this step. Retention and referrals are a direct result of people feeling seen, heard and understood within your brand experience.

THANKING THE CUSTOMER

Thanking the customer shows that you appreciate their business and that you are grateful for their feedback.

Example: Even if a customer is complaining, they are still giving you an opportunity to improve your business. You should thank them for their feedback and let them know that you will do your best to resolve the issue.

These are just 7 ways that you can respond when a customer has a problem. What is most important is that you remain calm and try to find a resolution that will satisfy the customer. Customer service can be challenging, but it is important to remember that although the customer is NOT always right, without them, you have no business.

Do you have any other tips for responding to a customer who has a problem? Share them in the comments below!