US Data Corporation Direct Marketing Blog

Effective Customer Service: How to Handle Dissatisfied Customers7:00 am

By Kristen Dabrio

Effective Customer Service: How to Handle Dissatisfied CustomersDue to online review sites, customer service is no longer a private matter as it once was. Since a complaint posted on a website can quickly erupt into a public affair, it’s important that you deal with it quickly and effectively.  By providing quality customer service, you’ll be able to keep your current customers and attract new ones—instead of potentially ruining the reputation of your brand.

No one likes to receive negative feedback regarding their company, but it will most likely happen from time to time, even for companies that always try to prioritize their customers’ needs.  However, a good response to customer dissatisfaction might ensure that you never receive that particular complaint again, and might even improve your brand reputation. It’s important that your customer service team knows how to properly deal with these situations in a helpful and effective way.

Handle Everything Professionally
Unhappy customers might be stressful, but you need to make sure you always keep your cool. Try your best not to take the criticism personally and remain composed. Don’t blame the customer or accuse them of doing something wrong, and never resort to colorful language. Do whatever is in your power to come to a peaceful resolution.

Always Answer Negative Comments
Customer service is about addressing negative comments and making sure you’re doing everything in your power to keep your customers happy. If you ignore negative feedback, people will notice. If dissatisfied customers feel like they’re being ignored, they will only get louder and want to share their negative experience with others.  If you address something in a timely fashion, you’ll stop complaints from spiraling out of control. Once you show you’re interested in making things better for a customer, they will be more likely to work with you rather than trying to drag your brand through the mud.

Even if you don’t think you or your company did anything wrong, make sure you apologize for any sort of inconvenience. Apologizing shows that you sympathize with the customer and that you’re acknowledging their feelings. It also shows that you’re willing to accept your company’s mistakes and you’re working on making everything better. In customer service, an apology goes a long way.

Skip the Pitch
While you’re dealing with an unhappy customer, make sure you skip the sales pitch. It really isn’t the time to sell them something; they probably won’t be interested in purchasing from you in the future unless you successfully handle this situation. Focus on customer service first in order to make sure your customer is satisfied enough to do business with you again in the future. Don’t try to sell them something else during this process; they will most likely just leave angrier than when they arrived.

Listen and Improve
When you do your best to listen to a customer’s complaint, and they know you’re listening, even the most irate person will eventually calm down. Sometimes people just need to know they’ve been heard. This is also a great opportunity to improve upon the potential problems of your company. Listen to what your unhappy customer is saying and see how you can make sure the same problem doesn’t happen in the future. Proactive customer service is a great way to prevent the same issue from happening over and over again.

Occasional customer service complaints are inevitable, but you can avoid a nightmare by addressing customer dissatisfaction as soon, and as constructively, as you possibly can. As stated above—make sure you are professional, take the time to figure out how you can improve for the future, and do your best to provide a positive experience for your customers. This will help you keep your customers loyal and perhaps ensure they will work with you again. Remember, receiving a complaint is not the end of the world; in fact, it can provide valuable feedback on how you can improve your business, if you’re willing to listen.

Image Courtesy of



Sign up for our free mailing list to receive our newsletter, special promotions, and more!

Follow Us

Facebook Twitter LinkedIn Google+ RSS Feed

Like Us on Facebook

Learn More About...

Email Marketing

Marketing Strategy

Direct Mail Marketing

Data Cards

Fun Marketing Facts

Mobile Marketing

Social Media

Happy Client Highlight

Work Tips

Recent Posts

5 Tips for Convincing Clients to Try New Marketing Strategies

Is Direct Mail Marketing Still Effective with Millennials?

Email Marketing Relevancy Is More Important Than Ever

5 Black Friday and Cyber Monday Email Marketing Guidelines

Marketing 101: What is Direct Marketing?


April 2017

January 2017

November 2016

October 2016

September 2016

August 2016

July 2016

June 2016

May 2016

April 2016

March 2016

February 2016

January 2016

December 2015

November 2015

October 2015

September 2015

August 2015

July 2015

June 2015

May 2015

April 2015

March 2015

February 2015

January 2015

December 2014

November 2014

October 2014

September 2014

August 2014

July 2014

June 2014

May 2014

April 2014

March 2014

February 2014

January 2014

December 2013

November 2013

October 2013

September 2013

August 2013

July 2013

April 2013

March 2013

February 2013

January 2013

December 2012

November 2012

October 2012

September 2012

August 2012

July 2012

June 2012

May 2012

April 2012

March 2012

February 2012

January 2012

December 2011

November 2011

October 2011

September 2011

August 2011

July 2011

June 2011