Give something for inconvenience

Strengthen Customer Relationships by Focusing on Emotional Connections, not just transactions.

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.

Today’s chuckle:

You must pay for your sins. If you have already paid, disregard this notice.

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

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