One of the most repeated mantras, in any business is “the customer is always right.” Some might wish to quibble about this generalisation, and perhaps even make a case for saying that they don’t want certain customers. However, it is at the heart of all customer service. Good soft skills training is essential for staff working in this area.

When dealing with customers, particularly unhappy ones, you should always listen carefully and make notes on their problems. Try to match the customer’s rhythm, intonation and speed. However long they seem to take to explain their problem, listen and wait until they have finished before starting to offer solutions.

Repeat what you’ve heard back to the customer so you are sure you have understood them correctly and to show them that you have been listening.

Never become defensive however angry the customer may sound. They are not angry at you personally. If they should use unacceptable language, explain to them that you find it offensive and whilst you understand their feelings, certain language is not acceptable.

Always endeavour to have real conversations. Don’t be tempted to fall back on scripted answers. These will often come across as insincere.

Take ownership of the customer’s problem. Tell them what you are going to do and when you will be able to report back to them.