Don't act on impulse - So, one of your employees notified you of a customer who is upset. You made a research and found out that all the mishap was caused by the customer and not by your staff. What are you going to do? Take a deep breath. Relax and release the anger or any negative emotion that is brewing inside you. Then, put yourself in a customer service mode. All these will help you not to act on impulse and to always have the attitude to serve.
Listen actively - Your customer wants to be heard. Use a neutral statement in verifying what exactly happened. This creates a partnership between you and your customer. Refrain from solving the situation right away, to jump to conclusions or to cut your customer's explanation.
Put yourself in their shoes and apologize - Let your customer that you understand where he's coming from. Make sure that your body language also communicates your empathy. Apologise even though you think that the customer is the one who is largely at fault.
Communicate a solution right away - Decide on what you're going to do with your customer's concern with a definite solution in mind. Not presenting a solution will just complicate things. Moreover, it will create a bad impression on your business.
