What’s the thing that you dread the most but can’t avoid when you own a small business? The angry customer. Yup, that’s correct. As the customer is nearly always right, the most you can do about it is to deal with him or her right away, making sure that you turn the frown into a smile.

Keep in mind that customers who are complaining may also be very irate. Prioritize them and don’t ignore them or they might only become angrier. The earlier you act on the issue, the earlier you will be able to resolve the problem. Just in case you need to refer the issue to a higher-up, explain this to the customer so they’ll know any delays to expect.

Keep your poise and stay calm. Be professional about it. Do not argue with complaining customers. Let them say their piece and listen attentively to what they are saying. Avoid making any kind of vocal or facial reaction that can be misinterpreted.

When they stop talking is the time that you can reply. Give a clear explanation, making sure that you let them know your concern, sympathy, and understanding. Stay polite and don’t be condescending or patronizing.

Do your best to help the customers with their complaints but never promise anything that you can’t provide. If you feel that the subject of their complaint is beyond your expertise, you can refer the person to someone who can adeptly answer his needs. Don’t forget to get his contact details just in case you might be able to address his needs at a later time.

Smile. Whether the issue has been resolved or not, always end your conversation with a smile.