Customer Service Training TIps

Upset customers – don’t ask “Why?”

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?”

 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:

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


Like to forward or reprint this tip?

We have some options to make this easier for you. Click here for a printer-friendly  CDrom with all Jeff’s tips.  Click here for  Jeff’s book with 101 top tips.  If you’d like to cut and paste any of our tips or articles from our website, you are welcome to do so  providing  you include the bio and contact information after each tip or article.   Please also email a link to any tips or articles that you post on-line to [email protected].

Copyright © JC Mowatt Seminars Inc.   All rights reserved.

Like to forward or reprint this tip?

Click here for Jeff’s Latest Tip
and to Subscribe for FREE updates


Register today for our 30 – second Trusted Advisor tips and receive as a bonus 15 Phrases that Pay for dealing with stressed and rushed customers.