Customer Service Training TIps

Connecting with Frustrated Customers

One of the most common challenges I’m asked to address for teams is how to regain trust with frustrated customers. While there are several strategies, this one involves sharing customer stories. Imagine teaching a customer how to use some new technology. When they struggle, you reassure them with examples of how other customers found it awkward at first as well. Think of it this way – your customer is taking a risk using your services. It’s comforting when they discover they aren’t alone. Consider when Apple computers first arrived. Customer forums sprang up of Mac Users. These customers felt isolated, yet by connecting to others with similar challenges they became fiercely loyal to the brand. When you as a Trusted Advisor share other customers’ similar experiences, you’re not only reducing their stress; you’re also helping your customers to connect vicariously with each other.

 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:

I don’t have a solution, but I do admire the problem.


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