Handled well, an incident can make a client more loyal than before: five steps to get there.
The call comes one morning: the deadline was missed, voices rise, the contract is at risk. The next few days will decide the outcome. This module shows you how to build your options before getting back in touch, listen to the unhappy client without justifying yourself, and confirm a lasting solution in writing.
~20 min at your own paceKey skill: Handling Unhappy CustomersAvailable in FR + ENNo prerequisites
What you’ll take away
- the four-question checklist and three options to plan before calling the client back
- a way to hear out complaints without justifying yourself or withdrawing
- the actions that rebuild trust, from the written agreement to a follow-up a few weeks later
Who it’s for
Salespeople, account managers, consultants: anyone who handles an unhappy B2B client and wants to reach an agreement.
Learning objectives
- Prepare for a meeting with an unhappy client by building three solution options and a walk-away option that gives you solid ground.
- Listen to and rephrase complaints without getting defensive, and admit a real failure to begin restoring trust.
- Present your view calmly, then build an acceptable agreement by letting the client propose their solution first.
- Put the agreement in writing and maintain the relationship, following up to turn the incident into loyalty.
How does this module work?
The steps of the Adaptive module.
- Self-assessmentOn nine dimensions, to gauge current habits and guide the practice.
- Expert videoA ~10 min video with three pauses for reflection.
- Practice scenariosThe first two scenarios chosen from the self-assessment, then sixteen more, optional. Every answer gets feedback: what it leads to, and one way to improve.
- Dated commitmentOne action to try, written by the learner or chosen from the suggestions.
- Memo to downloadKey takeaways, questions, commitment, personal notes, and checklists.
Duration: ~20 min. Excluding bonus practice scenarios and optional in-depth content.
