When talking to the customer, if they complain, the right way to go is "I understand..."

People used to think that was the best way to go, but it was not. Think and ask yourself: • If you were in a store and the customer success manager came to you and said it, would you feel better? Probably the answer is NO. Instead of answering like “I understand…”, you can go for reflective listening. For example: • Customer: "I am so disappointed because I bought this gadget and it doesn't work properly." • You: "So, what I am hearing is that you bought this gadget to use in certain situations, and it didn't work very well. Right?" After that, if you get their feelings, move on. If not, ask them something like: • "Tell me more, so I can help you better." Never, ever, ever, promise to fix something because sometimes you might handle everything. Here in this situation, it would be best if you made the customer feel valued. Here is a video with an example about how to start a conversation and treat demanding customers: https://youtu.be/T20hV4ynU7o

Source: Hubspot, How to Deal with Difficult Customers https://blog.hubspot.com/service/how-to-deal-with-difficult-customers

Photo by cottonbro on Pexels