It’s not always easy to keep your cool with unhappy customers.

Take a minute. The best result is for you and the customer to feel okay with the outcome, for onlookers to see you and your team are professional, and for the customer to tell their friends how well you responded. Focus on your endgame.

It’s not about you. Don’t take it personally. Some people wake up on the wrong side, with everything turning to custard from the moment their feet hit the floor. It’s often one last thing that tips the scale. Whoever comes next is just unlucky.

You were here once. You know what it’s like. See it from the customer’s perspective. Remember you’re the one who can help here. Take your time. Listen. Don’t say much until they’ve got it off their chest. This gives them time to calm down and allows you time to understand the situation, take accountability and make an informed decision on what to do next.

Smile, don’t smirk. Stay positive. Don’t let your emotions interfere. Remind your client it’s going to be okay. It is you after all they’re relying on to fix the situation. You can be the hero. Everything comes down to attitude. Be as accommodating and supportive as you can be.

It can be a game changer. Try to ensure the transaction ends on a happy note with all parties satisfied. Walk away feeling elated rather than deflated, confident your customer is likely to return.