When working in the service industry it’s important that you have the skill set and ability to adapt to different situations. Each customer has a different personality type and manner of going about business. There will be circumstances where customers will be unhappy or confused due to a misunderstanding. The most valued trait to have when dealing with a customer such as this is to have patience. If you find yourself speaking to an angry customer it’s best to first listen to their issues before beginning to defend your company. After the customer has vented out their frustrations and has cooled down, you can take the time to address their concerns one by one.
You should take this opportunity to express your sympathies and offer up an explanation to answer all of their concerns. At times the customer may be upset because of discrepancies in the costs of services that you have provided for them, you should sit down with the client and justify your work as well as explain the reasoning behind the costs. Most customers will see your side of the story understand that there may have been unforeseen issues and will be understanding to the rise in costs. If for some reason they are still unhappy you should try to work with them in order to ensure that both parties are happy, offering a discount or credit will surely help to diffuse the situation and allow both parties to be satisfied with the outcome. Being transparent with your customers will help to avoid any confusion or miscommunications in the future.