How do you deal with a dissatisfied customer

How do I deal with dissatisfied customers?

3. Always take criticism seriously

You are sure to ask yourself the question “do I have to react immediately when a dissatisfied customer calls in”? In your own interest, you should always deal with criticism. If you were to ignore it, it would certainly be a behavior that will put obstacles in your way in the long term. Especially if it was your fault. In the opposite case: Nobody likes to be brushed down knowing that they were not responsible for the mistake in the first place. And staying calm here can be a tough test. First of all, however, the following applies: The customer is king and this saying should at least partially correspond to your customs. Because, if the mistake was yours and you ignored your customer's concern, there is a fair chance that you will lose the customer.

4. Listen and react objectively

Listen to your customer and pay attention to their criticism. If a dissatisfied customer feels understood by you, that's half the battle. Stay friendly, even if it is often not easy. Avoid reactions out of affect: an arrow shot cannot be retrieved. And anger produces even more anger. That is rarely good for a customer relationship. Once everything has been said by the customer, try to summarize the most important statements. A good tip is: try to do this in your customer's words / language - this will make them feel even better understood and have the feeling that you are both speaking the same language and about the same thing. For example: I'll summarize now or Um to get to the point for both of us, you were annoyed that ... I understand that only too well. What can I do for you? You could react like this or something like that. With that you take the wind out of the sails of your dissatisfied customer. But let it be clear: it's not about somehow slimming you down or submitting yourself. Do you want to keep the customer because otherwise things will actually go well etc. - a little friendliness, courtesy and even a little belly brushing is not wrong. But if a customer goes too far or below the belt, that's something completely different. As I said at the beginning, everyone has to decide for themselves how far they are willing to go.

5. Make the customer feel positive

You should avoid seeing the customer negatively. Always try to counter it with positive arguments. Instead of responding to a wish or criticism with a no, offer your customer something that will compensate them for this mistake or that will steer the whole matter in a positive direction.

6. It depends on the formulation or the tone makes the music

Depending on how you formulate it and how it sounds, a sentence can come across very differently. If you make someone aware of a mistake, it can sound reproachful, insulted, angry, angry, or objective, calm, even friendly to your counterpart. If you encounter someone aggressively in the first place, this will very easily be transferred to the other person and the reaction will likely be aggressive as well. And then the argument is there. It's contagious, so to speak. But if you try to remain factual (even if you are secretly annoyed) - that gives the conversation a completely different note. And if you have to express your anger - sometimes there is no other way - never attack the other person personally. For example, you could say: You are extremely annoying with your eternal unreliability (that immediately puts the other person into debt). Better would be: I feel annoyed and slowed down by your unreliability. This is not an attack, but you objectively inform the other. In this way you raise the conversation to a basis that leads to a more relaxed conversation atmosphere. This also applies to discussions with customers.

7. Troubleshooting & Solutions

Once everything has been discussed and addressed, troubleshooting can begin. Whose mistake was it actually, how serious is it, what options are there to remedy the mistake, what improvements can and will you offer. This of course applies both to the fact that the mistake is on your side and vice versa.

If you have "screwed up" something, you have to offer measures to solve the problem. Is the

Errors with the customer (bad briefing, not keeping deadlines, cannot be reached, etc.) you have to decide on a case-by-case basis how to proceed with this customer.


Dealing with dissatisfied customers is always a challenge and depends largely on the size of the problem. It can be frustrating because there is no means in the world for you to please your customer. But it can also be a fruitful way to improve and grow the relationship between you and your customer.