In my experience, customer dissatisfaction typically arises in 2 scenarios: 1.- Hot scenarios face-to-face or via phone.To address these situations effectively, I rely on 3 key practices: a) Mapping the service design to understand the customer's journey and identify potential pain points. b)Providing training aligned with clear objectives, ensuring the team is well-prepared to handle challenges. c) Incorporating continuous feedback into the process, allowing for iterative improvements. 2.- Persistent dissatisfaction (ongoing issues): This occurs when certain situations (regularly or sporadically) have a significant negative impact on customers. In these cases, conducting an audit of all touchpoints has proven invaluable.

Facing an unhappy client is for sure looks like defusing a ticking bomb my suggestion we should stay calm, listen intently & act swiftly. We should acknowledge their concerns + offer solutions & rebuild trust which will take time but lets continue to strive . This also reminds me of brand Zappos when a client complained about a late delivery, they sent the shoes and a gift card. Result? A delighted customer and a story that strengthened their brand loyalty ( But we need to check what real and what not legit ) .

• Listen actively: Pay attention to what the client says, how they say it, and what they don't say. • Empathize: Acknowledge the client's feelings and concerns, and validate their experience. • Be calm: It's natural to take it personally, but try to remain calm. • Be professional: Keep your communication professional and speak softly. • Take responsibility: Apologize and take responsibility. • Present a solution: Offer a solution to the client's concerns. • Follow up: Follow up with the client to ensure the issue is resolved. • Learn and grow: Use the feedback from the client to learn and grow.

One thing I have found helpful is implementing Active Listening, the customer wants you to hear his or her concern/complaint. Apologize for the inconvenience or poor service & offer a solution. Acknowledge the customer & Thank them for their business, express that you want to retain their business in the future. Always be Sincere and practice the 80/20 Rule listening 80% of the time and speaking 20% of the time. ✔️

Navigating an unhappy client conversation requires empathy, professionalism, and a solution-focused approach. Begin by actively listening to their concerns showing genuine understanding and acknowledgment. Apologize sincerely for their dissatisfaction, taking responsibility without making excuses. Ask clarifying questions to understand the issue and its impact fully. Propose actionable solutions tailored to their concerns, ensuring they feel heard and valued. Commit to follow-up actions and timelines, reinforcing accountability. After resolving the issue, reflect with your team to identify lessons and prevent recurrence. Maintaining calm and prioritizing the client’s perspective can rebuild trust and improve relationships.