1. Apologize sincerely. 2. Listen actively. 3. Offer a quick solution. 4. Follow up for satisfaction. 5. Improve to avoid repeats. This turns frustration into trust!

As a service delivery manager, have a healthy conversation with your customer to understand their feedback about team, know their expectations from team. If team has made the mistake, not only accept it but also provide the action plan to avoid it and improvise service in the future.

Turning Negative Feedback into Positive:- 1. Care:- Show you genuinely care about the customer's concern. 2. Listen: Hear them out and understand their perspective. 3. Fix: Offer a solution and make things right. 4. Follow-up: Check in to ensure they're satisfied. 5. Thank: Express gratitude for their feedback. Example: I'm so sorry to hear you're unhappy. That's not the experience we want for you. Can you tell me more about what went wrong? I'm here to listen and help.

Listen actively to their concerns, acknowledge the issue, and apologize sincerely. Offer a solution or compensation, ensure prompt action, and follow up to confirm satisfaction. Show them their feedback matters!

The best way to deal with this situation is to invite the customer and your team to listen and discuss the concerns customer had faced during his experience. The face to face conversations / discussion solved a lot of issues which might not be entertained over calls. Also offer compensation and if required a free service for the next time will add up in turning negative experience in to a positive one.