Many moons ago before the tubes of the interweb occupied my days I worked in retail. At that time this retailer was legendary, some might say world renown for their quality, selection and most importantly customer service (sadly this is not the case today). At that time the “old man” worked with each of the managers to make sure they understood this important lesson, when a customer complains what they are really doing is giving you the opportunity to be exceptional. They are giving you the chance to turn a negative into a positive, and turn a detractor into an advocate. It’s good to be reminded about this with examples of good customer service from time to time.
Here’s a little bonus for you, when you’re unclear on exactly how to solve any customers problem, the best question is also the scariest “I’m sorry, what’s can I do to make this right?”
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