Every organization will have the opportunity to turn a frustrated customer into a happy customer.  How you respond when your customers are frustrated can mean the difference between lost customers and building long-term, die-hard fan, loyal customers.  Try these five steps to turn around  a frustrated customer.

Download the 5 Steps to Happier Customers.

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2 Responses to “Five Steps for Turning Frustrated Customers into Happy Customers”

  1. Margaret Garcia

    You are correct on all points. One thing I stress when providing feedback on audits is to let the agents know is ‘your expression while on the phone is what you sound like’. So if you have a scowl on your face that is what you sound like, if you have a smile on your face that is what you sound like.

    • Mark Fenner

      Margaret, you are so correct. Its not what you say…its how you feel about what you say that matters. Only 7% of influence comes from words. 55% is body language and 38% is voice inflection. In other words it is the authenticity of the message. You cannot act nice..you much be nice. Nice people smile:-)


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