Handling Upset Customers, Part 3

We’re continuing our series on turning upset, frustrated customers into Excited, Loyal, Lifetime Customers.

Today we are discussing two critical skills: active listening and empathy.

You are the key ingredient in turning upset customers into lifetime customers. Who you are, what you do, why you do it, and how you do it matters. It’s about you and how you handle it.

Who is a more loyal customer?

A) A customer that never has a problem.
B) An unhappy customer with a problem that is handled correctly.

The correct answer is B.

See, it is about you and how you handle the situation.

Tip: Even if you can prove a customer wrong, DO NOT. And, DO NOT fire back at them.

This brings us to 2 of the keys to turning upset customers into Excited, Loyal, Lifetime Customers.

The first is Active Listening. The second is showing Empathy.

Active Listening

Be quiet and let your customer talk. Make eye contact and maintain good body language. If needed, let them vent. Let your buyer finish their sentences.

If you want to have influence with somebody, you have to let them influence you first.


Empathy says: I hear you. I understand you. I know how frustrating it is. And I’m sorry.

You then move forward and develop a game plan to correct the situation.

Empathy is the bridge that takes you to the solution.

When you handle upset, frustrated customers with excellence, you create Excited, Loyal, Lifetime Customers.

Good Selling!

For deep dives into active listening and empathy, go to the training in the Excellence Roadmap.