A successful business can be measured by the support they get from their customers, especially if it is a service oriented business. There is a thin line between loyal customers turn ambassadors and lost customers who will trash your brand, that thin line is how you treat them. There will always be an angry customer but they don't have to stay angry for long. Here is what to do when you have an angry customer:
Call them
Call the customer and find out what the issue is. Make sure to take note of what they are saying so that you can address the issue without leaving any loop holes. Allow them to fully express them without interrupting, let them make their points.
Don't be defensive
At this point, you might be tempted to defend your business, but that will be a wrong call to make. Customers often do not want to listen to your side of the story. So just try to be empathetic to how they are feeling and show it, try to see their point. A negative comment about your business is not pleasant to the ears but showing empathy will reduce the damage.
Make an offer
You can either offer a refund or a free service, especially if your business is service oriented.The customer will appreciate being heard and your efforts to make amends.
Check On them
It is important to check how the customer is doing from time to time, this will make the customer feel important and soon, they start spreading word of your excellent service. They will be motivated to not just come back over and over again, but they will talk about how right you treat your customers, that is great for your business..
Know when to move on
This is the tricky part, you should know that not everyone is meant to be a customer. There are people that will never be satisfied no matter what you do, follow your instinct to know when you have encountered such person, so you can let them go and not waste time on them, save yourself the headache by turning down a bad customer.