Having an angry customer is never fun and no matter how thorough you are or how much effort you put into your business, someone is going be unhappy. You can turn an unhappy customer into a satisfied, loyal customer if you handle the situation correctly.

First of all, listen. Simply listen. Ask the customer point blank: "Why are you unhappy with our company?"

Then let them talk, don't interrupt and don't offer explanations. Let the customer do the talking; just make it clear you are really listening.

Next, bite your lip and refrain from making any statement that sounds like an excuse. The UPS truck was late, there was a fire in the warehouse that delayed shipping, or your floor manager had the flu and the person in charge that day didn't know the ropes. None of those things are the customer's problem and shouldn't be used as they sound like what they are: excuses.

Instead, counter their complaint with action. Tell them what you will do to make the situation right. If it is a case of the shipping being late or an item being damaged, offer to refund the cost of shipping or replace the item. Both of those are actions and will show the customer you aim to make them happy.

If they feel they weren't treated nicely by an individual in your company, offer your apologies, assure them that isn't the norm for your business and offer them a small gift certificate and follow it with a letter of apology that thanks them for bringing it to your attention.

Taking action instead of making pretty excuses will win you loyal customers who know you put their needs first and it will also turn into referrals because you are a company they can trust to make things right even when things go wrong.

Next time you get an angry phone call or email, don't look at it as a problem; look at it as an opportunity to strengthen your customer relations.