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You need to listen sincerely. The customer’s reality outweighs the facts you might have. Never make promises you can’t keep rather under commit and over deliver. Listening to an unhappy customer means that the customer is still talking to you – this is a good thing. If the customer stops talking to you they will not be your customer for long.
Make true effort to resolve the pain point for the customer so that the customer feels that you’ve listened and taken their pain to heart. If you get this right the next communication will be one of thanks.
You should always say "thank you for your feedback, we appreciate when customers tell us when things go wrong, that is how we improve our offers/business". Saying thank you will confuse them and after few seconds will make them feel less frustrated. Then you offer solution to a problem, based on company policy or whatever you can do to make him/her feel special and appreciated.
If the client is on the phone, listen to their complaints with empathy by showing that you are deeply concerned about their situation. Make sure your voice is calm but firm. Do not promise heaven and earth but give them the full assurance that your action for solution will be swift and you will update them the soonest possible time.
Listen attentively to the customer
Apologize while demonstrating
Solve the problem and make it right
Thanking the customer...its so simple,only say sorry and thank you...
I always believe that in order for us to know better our clients we had to treat their feedback either negative or positive as an opportunity for a business to grow and be on the field for longest time,because our clients are the one who patronize our business thus we will only hear from them what can we do for them.
1/ listening to him
2/ solve the problem
3/ thanks him for his feedback
be note the negative feedback may be the good idea for the job becouse the client may be have experience more than me
at least it make me more experience
Be a good listener and try to solve their problems.
Let the client vent out frustration to let off some steam. Acknowledge the client's feedback in a friendly demeanor to appease him/her further. Normally irate clients only want to be heard first because after all, they will pay you and they definitely want their money's worth. Try to validate their issue by rephrasing their statements to give them the impression that they are acknowledged and well received. Always withhold your urge to be impolite. Apologize if you must for causing them inconvenience and dissatisfaction. But if you have done no wrong, then you must explain your side POLITELY. However, never explain your side without acknowledging them first as you will appear defensive and cocky. A negative feedback is not always a reflection of poor service because every client are different in every way with different needs and standards. These feedback are very helpful in improving your service further because they allow you to see the loopholes in your services
FIRST THING A PERSON SHOULD DO IS CALM DOWN HIMSELF IN ORDER TO NOT HAVE A BAD TALK WITH THE CLIENT..ACCORDING TO WHAT OUR JOB IS,WE HAVE TO LISTEN TO THE FEEDBACK OF THE CLIENT WHETHER IT BE POSITIVE OR NEGATIVE,AND HANDLE THE CLIENT AT OUR BEST SO AS TO NOT LET THEM DOWN BUT INSTEAD SHOW THEM THAT WE ARE WORKING FOR THEM AND TRYING OUR BEST TO SOLVE THE PROBLEMS THEY ARE GOING THROUGH
Working positively and constructively on the parameters that has made to welcome the negative feedback is the best way to handle the negative feedback.Also striving hard on winning the minds of the customer keeping in mind customer centric approach will surely help in bringing down the degree of negative feedback in the near future.
