As a business owner, you are likely well aware of the fact that you cannot make everyone happy 100 percent of the time. You are going to get some complaints from customers, but the difference lies in the way in which you handle the complaints. Business owners have many stressful tasks to deal with and answering calls from unhappy customers is just one of them. It is important to do this right since customers want a positive customer experience. Keep reading to learn a few steps that can help you when dealing with stressful phone calls.

Take Breaks

It is understandable that you are incredibly busy. It is great that your product or service is in high demand. However, this doesn't mean that you don't need to take a break every now and then to regroup! In fact, taking a break can keep you from losing your main focus, which is important when you are dealing with so many customers on a daily basis. This is particularly true when it comes to the unsatisfied ones.

By taking much-needed breaks throughout the day, you will be able to regain your focus, allowing you to create positive experiences for your customers. In addition, you will likely find that this will help your day move about a bit quicker instead of dragging out.

Hear Your Customers Out

When you have a customer call in extremely aggravated and/or angry, it can easily and quickly escalate if you are not careful. The customer wants to be able to tell you what is wrong, so make sure to give them plenty of time to do that. They should be given the chance to explain the situation, what they believe went wrong, and how they believe the situation can be resolved.  

Empathize With Them

Once the customer has explained their frustrations with you, it is very important that you are sincere with them and emphasize with their situation. Try to step into their shoes and understand where they are coming from. If you were experiencing the same situation, think about how you would feel. You would probably be upset as well.

Ask Questions

After hearing them out and emphasizing with them, review the information that you have available to you. If you believe that you need to clarify anything or ask more questions, then do so. This will show the customer that you truly do care and want to rectify the situation for them.

Take Action

As much as you may want to be able to solve the problem for the customer, you may not be able to. Each problem may not have a true solution. However, there is likely something that can be done that will satisfy the customer and be acceptable for you as well.

Hire an Answering Service

At some point, taking phone calls may become unmanageable. When this time comes, you may want to consider hiring an answering service. This will allow you to focus more on running your business overall while saving some of your sanity.