Customer Service Training TIps

Take Ownership of Complaints

Compare three employees who receive complaints from customers about the building’s icy sidewalk. Biff: “I know! It a good thing I didn’t slip!” Bill: “Sorry, I’ll contact the janitor.” Buffy: “Sorry, I’ll take care of it right away.” She then contacts maintenance. When maintenance finishes – they inform Buffy. She then phones the customer, “Just wanted to let you know that we cleared up the ice. Thanks again for informing us – you may have prevented an injury.” Result: Buffy turns an unhappy customer into a fan simply by taking ownership.

 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:

If things get any worse, I’ll have to ask you to stop helping me.


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