Customer Service Training TIps

Give something for inconvenience

To appease dissatisfied customers, managers generally rely heavily on refunds and exchanges – to their own peril! While providing a refund or exchange may fix the problem, it does nothing to fix the relationship. Exchanges and money back guarantees don’t fix relationships – people do. That means employees need to express empathy about the customer’s frustration, sincerely apologize and then offer something (in addition to the exchange or refund) to compensate the customer for their inconvenience. That way you turn an upset customer into an advocate.

 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


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