My experience with angry customers has been slightly different. My experience has more to do with a service rather than a product. The situations we are often dealing with are, that we are fully booked, our website is down, a therapist is sick or they were late and missed the appointment and we can't accommodate them. So I would be interested in knowing how to deal with the mad customers who can't be given what they need or what they want.

 

An Example:

Customer- Your website is not user-friendly! Every time I come on here to book my appointment I get sent back to the beginning.

My Response using your step-Well that's frustrating! I'm so sorry (I reiterate his concern and demonstrate that I understand, relate and validate his feeling) If you have the time I have a couple of things WE can try because I want to make sure if ever you are having to book things on your own again you'll know what to do. If that doesn't work then I will do it for you, just so we don't waste any of your time and I'll see if I can talk to a manager or tech to see if we need to fix things on our end. ( affirming help and providing a solution. ) If it's alright with you I'll follow up in a couple of days or tomorrow to make sure that everything has worked out. I'm glad I could help!( if I do) Thank you so much for letting us know what you've been experiencing that is so helpful.

 

I would love your feedback on the following situation where a solution was not found...this is a spa that is booked up months in advance so we can't simply rebook someone

I had to call and cancel someone's massage because the therapist was sick (covid) and they had already driven 4 hours to get to our facility. We offered free access to the rest of the facility but they wanted us to pay for their hotel and driving expenses and get a free massage. I don't own the company so I was yelled and and called stupid and useless.  How would you have handled this situation?

 

The other  

 

Thank you