1. Let your client let off steam
An angry client wants to talk. Now, he/she is in an extremely emotional state and wants to let his/her emotions out. He/she is not likely to give you constructive criticism, but will probably shout a lot. The main thing you should do at this step is let your tourist know you understand his/her disappointment and take it seriously.
When all of his/her emotions are left behind, you will see clear details of what happened. 2. Words are power, so choose the right ones
Show your client that you are really sorry about what he/she faced.
It is important not to use clichés
like "We are really sorry that this happened. How can we help you?". They sound too indifferent and have a clear subtext like "Actually, I do not care, but I have to ask". Do not speak on behalf of your travel agency — speak on your behalf and do that in a more sympathetic way:
"Yes, it is really an unpleasant situation, I can imagine that. Tell me more about it, I will try to fix everything". Show your client that the situation is solvable. Always. Another recommendation: call your tourist by his/her name.
This subconsciously calms a person down and makes him/her believe that his/her problem is taken seriously. 3. Active listening
The meaning of this technique is care, as well. You become an active and attentive conversation member. Do not interrupt your client, ask him/her clarifying questions, and repeat the main points of the problem.
"Let me see if I understand you correctly: you were waiting for the driver in the arrivals area…"
This technique will help you understand what exactly disappointed your client by removing his/her emotional assessment. 4. Detach yourself from the problem
The worst thing you can do is get into an argument with your tourist. When you are in a bad mood, have no time, or feel bad, it is really easy to say something rude in return. This will not help solve the problem, and your travel agency will definitely lose this client. It is not you what angers your client, it is the situation.