Those of us in the hospitality and retail business know as much about unsatisfied or angry customers as any other part of our job. No matter the reason, an irate person will most likely take it out on the first person they come into contact with. Studies have shown that the vast majority of unsatisfied customers will never come right out and tell you that they are unhappy. They simply leave quietly, later telling everyone they know not to do business with you. So when a customer complains or sends a bad feedback, you can think of it as a golden opportunity to make that particular customer happy, change his mind and at the same time retain his business.

Even the best product or service receives complaints every now and then. Here are 7 tips to handle them for positive results:

• Let customers express their feelings. Encourage them to get their frustrations out in the open.
• Never argue with your customer. Listen closely to what the customer is saying to you. Even if they are really angry because their son just mouthed off to them and are taking it out on you instead, you don’t want to belittle their concern. Listening shows intelligence and care. Hear them out to the end of the story whenever possible. Nod your head to show that you are paying your utmost attention. Comment in empathy whenever they pause or seem to expect it.
• Never tell a customer “You do not have a problem.” Those are fighting words. Always review all situations objectively. Remember that when a customer is angry, they are likely angry at the situation, not at you. Therefore, keep your cool and put yourself in your customer’s shoes. Review their concerns and address them in such a way as to make right all matters in which they have been wronged. If you believe there is a situation that you cannot handle on your own, make sure you get a manager or supervisor involved. Sometimes angry customers feel better if they believe someone “higher up” is helping them.
• Share your point of view as politely as you can. No matter how angry or obnoxious a customer can get with you, remain calm at all times. If a customer is angry, they will be less likely to remain angry at you if you remain calm, polite, and positive. You may even hear an apology for their initial anger.
• Take responsibility for the problem. Don’t make excuses. If an employee was sick or a supplier let you down, that’s not the customer’s concern.
• Immediately take action to remedy the situation. Promising a solution and then delaying it only makes matters worse. You should follow up even the most heated situation with “Thank you for your understanding.” Concluding the confrontation on a positive and thankful note sets the tone for a pleasant and friendly future relationship for the customer and company.
• Empower your front-line employees to be flexible in resolving complaints. Give employees some scope in deciding when to bend the rules. If you don’t feel comfortable doing this, make sure they have you or another manager handle this kind of sensitive situation.

Bonus Tip: Sometimes it helps if you explain to your customers the power you do and do not have within the company. If you are a waitress, merely point out the fact that you do not set the prices or policies. In order to keep your job, you have to follow the rules that were given to you. Sometimes they think you are just being mean, and some people that never work in restaurants don’t understand that you have limited power as a server.

Always try to put yourself in the customer’s position. How would you be reacting if the same situation happened to you? While you may not respond in the same manner, this approach can help you better understand the problem or concern by giving you a different perspective. Be cognizant of your tone of voice and body language. Make sure that what you say and how you say reflects the severity of the situation. Delivering great customer service in today’s retail world will help give you a competitive advantage.