Discuss customer concerns, not complaints

Transforming Negative Feedback into Positive Outcomes

No one likes to hear customers complain. Employees become impatient and defensive when faced with these “trouble-makers.” One of my seminar participants equated listening to customer complaints is equal to undergoing amateur eyeball surgery. (That can’t be good). To prevent this defensive mindset, employees need to be trained to treat customer complaints as concerns. Employees need to know that customers who express concerns are helping you to stay sharp and competitive. Focusing on customer concerns vs complaints will immediately shift a potentially negative situation into one that is positive and productive.

Today’s chuckle:

The journey of a thousand miles begins with a broken fan belt and a flat tire.

Written By Jeff Mowatt (original content – not AI generated)

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Jeff Mowatt is a customer service speaker, customer service & sales trainer, a business communication strategist, award-winning speaker, and best-selling author.