Upset customers – don’t ask “Why?” – Resolving Customer Complaints

Resolving Customer Complaints: Focus on the Right Questions

When dealing with upset customers, blunders often occur when employees gather details. One of the employee’s main roles is to show serious concern and to facilitate the customer’s ‘venting’ of their frustration. That means asking the customer who, what, where and when the problem occurred. Unfortunately, too often, employees ask customers “‘why?” Usually, the answer to a why question is that someone was incompetent. That part of the event is better left unsaid. So, by all means ask the four “w”s, but avoid asking, “why?”

Today’s chuckle:

For Sale: Parachute. Only used once, never opened, small stain.

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.