How to Ensure You Never Have an Angry Customer Here are four customer management tips in the services sector to ensure there are more handshakes and smiles rather than angry online rants.

By Anil Punjabi

Opinions expressed by Entrepreneur contributors are their own.

You're reading Entrepreneur India, an international franchise of Entrepreneur Media.


For an entrepreneur, there is nothing as scary as an angry customer. In today's world of social media, when she has the tool to spread the negative word, the scenario is positively terrifying.

At the same time, businesses depend heavily on word-of-mouth, especially in the services sector such as travel and hospitality. On the other hand, getting recognized for your good work and seeing the customer return again and again is what every entrepreneur dreams of.

Here are four customer management tips in the services sector to ensure there are more handshakes and smiles rather than angry online rants.

Be transparent:

Your customer is your bread and butter. If she leaves unhappy, you have failed, and I feel and you haven't earned money, even if monetary transaction has taken place. To ensure you have a happy customer, be transparent in your dealing.

Don't glean over the fine print and details about "Terms and conditions apply". When it comes to the financial bit, be doubly sure and spell out the details about the price, your fee, the mode of payment, and so on. You aren't selling them a product with 33 per cent extra, or a one-plus-one scheme. You are giving them a service – make sure it is exemplary.

Don't exaggerate:

It's difficult to not over-promise while trying to seal a deal, but refrain yourself. That's not to say don't emphasize all that you are giving your customer. Make as clever a sales pitch as you can, but don't assure the customer of things that you can't give her. For instance, if the customer service isn't open on Sundays, don't keep saying you are reachable 24x7. Apologizing for their bad experience or trying to make up for their disappointment later doesn't work most of the time. So ensure you get it right the first time round.

The human touch:

In the services sector, the customer expects – nay demands – human interaction. Automated human voices, standard replies through the customer service department hardly help your cause. Companies in banking, insurance, travel, and hospitality industry are fast realizing that even while following processes, they need to personalize the interaction to make it a memorable one.

This becomes especially crucial in today's competitive market where how you offer is often more important than what you have to offer.

Be reachable:

Many a time, the counter staff or the front-office executive doesn't have a solution for the customer's problem, or has to take a decision for which he needs his senior's approval. Management needs to ensure it is approachable for times like these. The "You could have called me" and "You could have done this" doesn't help with the situation, and neither does it make the executive feel he can put his trust in you.

(As told to Prerna Raturi)

Anil Punjabi

Director, Ar-Es Travels

Anil Punjabi is Director, Ar-Es Travels, Kolkata. He is also chairman, eastern region, Travel Agents Federation of India; and head, tourism, Bengal Chamber of Commerce.

Related Topics


International Security Firm Welcomes Female India Native to an Essential Leadership Position

Yasmin Brar has been appointed as the Operations Strategy Director, a role that underscores the company's commitment to innovation, expansion, and strategic management

News and Trends

The Growth Enhancer: Subin Kumar Mitra, CEO, Groyyo

With a vision to empower 20 million-plus micro-manufacturers across Asia, Groyyo was formed by a first-generation founder, Subin Kumar Mitra in 2021.

News and Trends

Kaynes Semicon To Invest INR 4,000 Crore On OSAT/ATMP

The investment is expected to create around 1,000-plus jobs

News and Trends

Ghost Kitchens Raises USD 5 Mn in Series A Led by GVFL

The Mumbai-based food tech startup plans to use the funds to scale business operations and foray into retail stores of its existing hero brands and new celebrity brands.


Enhance Your Website's Visibility and Dominate Your Competition With These Powerful Techniques

Mastering backlinks and content intent is key to ranking higher on search engines. Our guide can help you learn the right techniques and strategies for improving your backlinks and content quality.

Business Ideas

55 Small Business Ideas to Start in 2024

We put together a list of the best, most profitable small business ideas for entrepreneurs to pursue in 2024.