Customer Service Training TIps

What NOT to say to upset Customers

I admit it – I love watching “Operation Repo” on OLN> It’s a manual on how not to break bad news when doing business. On the show, when owners discover their vehicles being towed for failed payments, they often become angry, argumentative, and even violent. As the owners become increasingly agitate the repo people typically start telling them, “Calm down.” That’s when sparks fly. Owners resist taking this order, and become even more belligerent. That’s why in my seminars when we discuss strategies for gaining cooperation with difficult customers we go into the power of empathy. In this case, rather than telling someone with an empathic statement like, “I understand that this is difficult… no one likes to have this happen.” Something I discovered in my university days when I worked part time as a bouncer – the phrase ‘calm down’ never works. EVER.

 Jeff Mowatt is a customer service strategist, Hall of Fame speaker, and bestselling author.   For more tips, training tools or to inquire about engaging Jeff for your team visit


Today’s chuckle:

The only man who is a bigger fool than the one who knows it all is the one who will argue with him.


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