Last updated on Jul 24, 2024

A client is furious over a delayed delivery. How can you turn the situation around and regain their trust?

Dealing with a delayed delivery can be a challenging situation, especially when a client is furious. It's a test of your customer service skills to not only address the issue but also to rebuild the relationship with the client. The key is to handle the situation with empathy, take responsibility, and offer solutions that go beyond the immediate problem. By doing so, you can turn a negative experience into an opportunity to demonstrate your commitment to customer satisfaction and regain the trust of your client.

1 Listen First

When faced with an irate client due to a delayed delivery, the first step is to listen actively. Allow them to express their frustrations without interruption. This not only helps to deescalate the situation by making them feel heard but also provides valuable insight into the impact of the delay. Understanding their perspective is crucial in formulating an appropriate response. Remember, your role is to be the calming force in the storm of their irritation.

Add your perspective

Hassan Grewal

Top-Rated eBay Seller | eCommerce Consultant | Product Developer | Helps to Boost Ecommerce Sales Up To 5X | Founder and CEO DigiVenturers and Printisol
Report contribution
When a delayed delivery has a client fuming, the first thing to do is hit pause and truly listen. Let them vent without interrupting, and show them you're genuinely interested in how they're feeling. This does two things: it calms them down and gives you a deeper understanding of the situation. By listening first, you become the calm in their storm, and can respond in a way that really helps.

Like
Veronica Vicente, CEA

Sócia Braúna Investimentos - XP | Assessora de Investimentos | Ancord | MBA S-Pro
Report contribution
Para o cliente, o desabafo com a frustração, é uma maneira de se expressar e procurar chamar a atenção e a empatia do atendente. É importante estar atento, não interromper ou discordar de seu cliente, e ao final oferecer soluções que contribuam de maneira eficaz e prontamente às necessidades dele.

Translated

Like

2 Acknowledge Issue

After listening, it's important to acknowledge the issue and empathize with the client's situation. Use phrases like "I understand why you're upset" to show that you're taking their concerns seriously. Avoid making excuses or deflecting blame; instead, take ownership of the problem. This step is about building a bridge of understanding and showing that you are on their side, working towards a resolution.

Add your perspective

Veronica Vicente, CEA

Sócia Braúna Investimentos - XP | Assessora de Investimentos | Ancord | MBA S-Pro
Report contribution
A melhor maneira de demonstrar empatia, é de fato, reconhecer o erro. Para alguns clientes, pode ser mais valioso que qualquer proposta de solução, pois demonstra que a empresa e você estão de acordo com o cliente, e que o ocorrido não faz parte da conduta da empresa.

Translated

Like

3 Offer Solutions

Next, it's time to move from empathy to action by offering solutions. Provide clear options for how the situation can be rectified, whether that's expediting the delivery, offering a discount on future services, or providing a complimentary benefit as compensation for the inconvenience. Be sure to set realistic expectations for these solutions to avoid further disappointment. Your goal is to demonstrate proactivity and a commitment to making things right.

Add your perspective

Matthieu Lamothe

City Manager chez Little Worker | Master II Secteur financier
Report contribution
Proposer des compensations tangibles Offres spéciales et remises : Offrez une remise significative sur la commande actuelle ou une réduction sur une commande future. Vous pouvez également proposer des services supplémentaires gratuits ou des produits complémentaires pour compenser le désagrément. Exemple : "En plus de notre sincère excuse, nous vous offrons une remise de 20 % sur votre prochaine commande et l'ajout gratuit de [nom du produit ou service] en guise de compensation pour le retard."

Translated

Like

4 Follow Through

Following through on your promises is critical. Whatever solution you've agreed upon with the client, ensure that it's implemented swiftly and effectively. This step is where trust is rebuilt; by seeing your words turn into actions, the client's confidence in your service can begin to be restored. Keep them updated on the progress and check in after the resolution to ensure they are satisfied with the outcome.

Add your perspective

5 Build Rapport

After resolving the immediate issue, work on building rapport with the client. Engage in conversation about their needs and preferences, and show genuine interest in their satisfaction. This isn't just about making up for a single mistake; it's about strengthening the relationship for the long term. Personalized service and attention to detail can turn an unhappy client into a loyal advocate for your business.

Add your perspective

Veronica Vicente, CEA

Sócia Braúna Investimentos - XP | Assessora de Investimentos | Ancord | MBA S-Pro
Report contribution
Ao final do atendimento, demonstre um interesse maior no seu cliente, acompanhando sua entrega até ao final. Procure saber se seu cliente gostou do produto comprado. Peça feedback, mesmo sendo construtivo. Dê um retorno rápido e eficiente.

Translated

Like

6 Prevent Future

Finally, take steps to prevent future delays and issues from occurring. Review your delivery processes and identify any areas for improvement. Communicate any changes or upgrades to your clients to reassure them that their experience has led to positive change. By showing that you're dedicated to continuous improvement, you reinforce the message that their feedback is valuable and that their business matters.

Add your perspective

7 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?

Add your perspective

A client is furious over a delayed delivery. How can you turn the situation around and regain their trust?

1

2

3

4

5

6

7

1 Listen First

2 Acknowledge Issue

3 Offer Solutions

4 Follow Through

5 Build Rapport

6 Prevent Future

7 Here’s what else to consider

Customer Service

Rate this article

Thanks for your feedback

More articles on Customer Service

More relevant reading

A client is furious over a delayed delivery. How can you turn the situation around and regain their trust?

1

2

3

4

5

6

7

1 Listen First

2 Acknowledge Issue

3 Offer Solutions

4 Follow Through

5 Build Rapport

6 Prevent Future

7 Here’s what else to consider

Customer Service

Rate this article

Thanks for your feedback

Explore Other Skills