How Do I Handle an Upset Customer?

First, remember Customer Service Rule 1: “The customer is always right.” Second, remember Customer Service Rule 2: “When the customer is wrong, refer to Rule 1.” Most people are not out to take advantage of retailers. If the customer believes he or she has a legitimate complaint, it is a legitimate complaint. Perception is reality. Never say anything that might make an upset customer feel defensive, such as “That’s not the way you bought this piece,” “It’s obvious that you’re very rough on jewelry,” or “That isn’t covered by the manufacturer’s warranty.” Instead, let the customer know you want to take care of the situation. Do that by asking this key question: “What can we do to make this right for you?” The answer may be less than you thought you would have to give. If the customer asks for more than you’re able to accommodate, then at least y
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