Customer Service Training TIps

$180 Million Customer Service Foul-up

It used to be that an angry customer would tell approx 8-16 people. What would the fallout be if an unhappy customer told 3 million? It happened for real when Dave Carroll got fed up because United Airlines broke his guitar in baggage and refused to replace it. He wrote a song, ‘United Breaks Guitars‘ and posted it on YouTube. Within 10 days the video had gone viral with over 3 million views. United’s share value dropped by $180 million! That’s an expensive guitar. Savvy managers recognize that they are expected to manage risk. It does indeed cost money to properly train employees on recovering customer goodwill after a mistake. That investment, however, is a proverbial drop-in-the-bucket compared to the risk of not training. With the explosion of social media, one disgruntled customer can do serious financial damage. When was the last time your team had a customer service tune-up?

 Jeff Mowatt is a customer service strategist, award-winning speaker, and bestselling author.   For more tips, training tools or to inquire about engaging Jeff for your team visit


Today’s chuckle:

The real art of diplomacy is not only to say the right thing at the right time. But also to leave the wrong thing unsaid at the most tempting moment.


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