Research shows that 70% of customers leave a business due to perceived indifference. Emotional intelligence offers a structured way to address dissatisfaction by managing stress and responding constructively under pressure. For instance, understanding the triggers behind your client's frustration allows you to address their concerns with a solution-oriented mindset. Staying composed and positive sets the tone for the interaction and demonstrates accountability. Emotional intelligence enables you to acknowledge the client's perspective and focus on rebuilding trust by aligning your actions with their expectations. This approach fosters stronger, long-term client relationships.

Customer satisfaction can be tricky. Part of being a good business is leaving people satisfied and wanting more. Once a customer displays dissatisfaction, one way to turn it around would be to: 1. Reassurance: Make them sure that the complaint that they are having is completely valid and their feelings are being acknowledged. 2. Negotiating: Formulate a plan or formula where both parties can be at an agreement and leave feeling as winners. 3. Resolution: Overturning the bad encounter and execute the plan/agreement that would leave both parties content. 4. Follow up: Show appreciation for the relationship that is being built and find ways to grow brand loyalty.

Repeat their concern to ensure you are clear on the cause of their frustration. Validate their emotion. People are entitled to feel what they feel, no matter how they are feeling. Ask, "What would the ideal resolution look like for you?" Deliver it. If delivering it is impossible, offer 3 alternatives that engage their participation, so they feel they have been part of the solution. Do the right thing, Every single time.