Take Ownership of Customer Complaints

Turning Customer Complaints into Positive Experiences

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.”

Buffy then contacts maintenance and ensures the issue is resolved. 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.”

The Result: Buffy transforms an unhappy customer into a loyal fan simply by taking ownership, acting quickly, and following up. A little effort goes a long way in creating positive experiences for customers.

Today’s chuckle:

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

Written By Customer Service Speaker & Sales Trainer,  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.