The company's misconduct can be large or small, but if the client is offended or dissatisfied with something, in any case, you will have to improve relations. A bad apology can turn a person against further cooperation. The correct apology will lead to good monetary results and mutual respect.
Instructions
Step 1
Listen to the unhappy client and promise to sort it out. Even if the person is wrong, do not try to prove anything at this step. There are always two sides to the coin. When working with clients, in some situations you have to act like a psychotherapist. The interlocutor should leave with satisfaction that he was listened to and promised to help.
Step 2
Understand the situation thoroughly. In a conflict, there are times when the right side makes mistakes that cause the fire to blow up. If you want to continue working with a problem client, think about the nuances that annoy him so much.
Step 3
Inform the client that the actions of the firm's employees were wrong. These may be insignificant little things, but if the client clings to them and considers themselves offended, they will have to be presented as important.
Step 4
Say that you are upset that you have offended a client. It is important for a person with a difficult character to know that the other side does not just admit the mistake, but regrets that this happened. It takes an emotional connection to remove barriers.
Step 5
Ask what actions will make amends. The reaction can be twofold. An adequate person will apologize. If the client is very angry, he may not make contact. In any case, it is important to ask what he wants for reconciliation.
Step 6
Wait for a suitable emotional mood of the client and offer to continue cooperation. The moment you apologize, the person may not be ready to mend the relationship. It may take longer to cool down. Visit from time to time and as soon as you see that the client is on your side, offer to work further. Promise that you will be more careful in fulfilling your obligations.
