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if you don't identify a customer's disappointment you miss out on a chance to rectify the situation and you miss the chance of putting changes in place to prevent future disappointments ignoring the problem or worse still serving up excuses is only likely to turn your disappointed customer into an angry customer and eventually a lost customer if you hear something like yeah I was so excited to receive my order but what happened was your ears should immediately prick up the word but indicates a disappointed customer they are no longer excited about your product or service and have taken the time to let you know at this point they're hoping that you'll remedy the situation quickly they've handed you a golden opportunity to resolve the problem restore the customer's faith in your organization and erase their disappointment don't dismiss their but and do not go into defense mode I was so excited to receive my new pajamas but when I opened the box the colors were nothing like what was betrayed on your website they were much duller well we can't help that the colors on the site are just a guide so they'll always be some differences this is a classic defensive response it says to the customer that it's their problem and you aren't going to help them a disappointed customer doesn't want to hear that and if they do hear it they're likely to become an angry customer who may choose to never do business with you again perhaps even convincing their friends and family to also boycott you instead try something like I'm disappointed to hear that but thank you for letting us know can you send me a picture of the pajamas so I can take this up with my manager if you get it to me by noon I'll call you back by 2:00 p.m. this response acknowledges the customer's concern and assures them that you're working on a solution it also buys you some time time which allows the customer to cool off for a while and you to fix the problem by assuring the customer that you will call back by 2:00 p.m. you're committing to the customer Whitman which if you deliver on will restore faith when you do call back focus only on the solution and avoid the temptation to offer excuses or become defensive penny we agree that the colors differ so I can either offer you a 20% discount on what you've purchased or provide you with a full refund when we receive the item back in our warehouse we'll pick up the cost of return shipping - when you hear the word but from a customer chances are they're disappointed however disappointment presents an opportunity for you to impress so long as you focus solely on solving the problem