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Dealing with Customer Service Issues
As you know your relationship with the customer is very important. Sometimes situations occur that are out of everyone's control. When the customer is upset we suggest you follow a few guidelines to get things back on track.

• Communicate - avoiding any situation can just make things worse. You should be in touch with the customer working toward a resolution. Understand customer's problem completely. Listen to their concerns.
• Do the right thing for the customer so they feel treated fairly. This may mean going the extra mile for the customer.
• Keep your cool - confrontation is rarely productive - being respectful and courteous at all times must be the way you interact with the customer.
• Don't take it personally - great customer service is about perceived value, not about whether the customer likes you.
• Fix problems quickly - letting a problem linger will only make it bigger.
• Communicate the steps - Be clear with the customer what the steps are to correct the problem, and when to expect the resolution to be completed. Give progress updates if applicable to the timeline.
• Apologize - Let the customer know you care about their concerns.
• Follow up - Once the problem has been corrected, reach out to the customer to ensure it has been rectified.