How to deal with difficult customers?

How do you prepare customers that their purchased excursion might be cancellled and how do you deal with them after?

• We sell holiday excursions to our customers but at the moment due to the unrest in Egypt, some of the roads may be blocked at very late notice. Therefore bringing the excursion to an early finish. Its in their best interests of safety but we are having to refund our customers and face the danger of them losing trust in our excursion programme

• Answer:

  That is a very difficult situation. Of course, people will be disappointed. But a thorough explanation and demonstration that you wish to make it right for them will preserve trust. Make it clear that you are acting in their best interest and for their own safety. What upsets people when plans are changed is when they are not informed or feel like something is being withheld from them.