Impeccable Recovery

Customer Experience Tip #1650

Ever say, “We don’t have other customers experiencing this type of challenge,” or “I don’t normally get complaints about your salesperson?” When a customer has a complaint and you’re calling to recover and make things right, you mustn’t say anything that could be construed as defensive or in-denial. These types of statements might make you feel better, but know that it only takes away from any intended sense of partnership you’re hoping to establish for this recovery.

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