Keeping your customers happy is the best way to grow your sales. Happy customers spread a positive word about your brand and help you expand your reach.

Many a times it becomes difficult to manage customers when they have a bad experience with your product and services.

Shopify columnist Sarah Chambers has shared seven ways to handle your customers when they are upset.

Chambers says, “There might seem like there is nothing you can do. But great customer service isn’t just about fixing the problem—it’s also about making the customer feel understood and like you’re on their side. Here’s a few ways you can do that, even when there’s no easy solution:

1. Ace the basics

Even when things start to go south, the basics of good service still matter. That means being consistently polite and friendly when dealing with customers, and getting to their questions quickly. Studies have found that these simple standards have the biggest impact on loyalty over the long-term—even more so than over the top surprise and delight events.

It’s natural to hum and haw and avoid confrontation over a difficult situation. But the problem isn’t going to go away, and delaying is only making it worse. Customers that have to wait for service will be more frustrated than if they had been helped quickly. Bad news now is always better than bad news later.

On a related note, it’s best to make it easy for customers who have complaints to get in touch with you. If they have to hunt for contact information, they’ll be even more upset when they do get to you”.

Upset Customers? Here’s How to Tackle Complaints When There’s No Easy Answer.

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