Customer Service Training TIps

When Customers are Clumsy

Did you read about the fast food fisticuffs? A patron spilled coffee on his eggs and asked if they’d replace them for free. The manager refused. The customer got so angry he attacked the manager. Undoubtedly boorish behavior. My take is the entire nasty business could have been avoided if the manager just cheerfully replaced the eggs for free. The spill was an accident, replacing the fast food breakfast might have cost a dollar, and they’d lock-in the customer’s loyalty. Contrast that poor business decision to my visit to Urban Barn where I accidentally knocked over and broke a $27 vase. The employee reassured me that it was no problem, “We don’t have any silly rules about buying what you break.” I was so impressed I spent over $250 there. Plus I just told you and thousands of subscribers about the wonderful customer service at Urban Bar. What’s your company’s reaction when a customer makes a mistake?

 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:

A word of encouragement after failure is worth more than an hour of praise after success.


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