What to do when a customer says your product doesn’t work

By handling negative feedback with empathy and professionalism, you solve the problem at hand and reinforce your commitment to excellent customer service.

Professional headshot of a middle-aged man wearing glasses and a brown jacket with plaid shirt Headshot
Ioannis Mavromichalis
March 3, 2025
Service Not Satisfied
alexskopje | BigStock.com

Negative feedback can be tough, especially when your product has already delivered great results for many customers. However, handling such situations with empathy, professionalism and confidence can turn a dissatisfied customer into a loyal one. Here’s how to effectively manage this kind of feedback.

Start by showing empathy and understanding for the client’s experience. Avoid becoming defensive or dismissive. A simple statement like, “I’m sorry to hear that you didn’t get the expected results,” can set a positive tone for the conversation. This shows that you care about their experience.

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