Customer Service Training TIps

Catastophize and Take Responsibility

When you need to tell someone about a problem that could have been avoided, here’s a way to ease the pain for everyone. BEFORE you explain what happened, admit up-front how serious it is, that the other person has every right to be angry, and that you are accepting full responsibility. THEN, explain the problem. This approach often prevents the other person from over-reacting because they don’t feel obligated to point-out the ramifications or who’s to blame. You’ve already done that for them.


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Jeff Mowatt is a customer service strategist, award-winning speaker, and best selling author. To inquire about engaging Jeff for your team visit


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