Five simple responses to common customer complaints

In a perfect world, no one complains. But just in case, you should have scripts ready.


The last thing a customer with a complaint wants to hear you say is: “You’re wrong.” What they want to hear is that you understand them, appreciate them and agree with them on the importance of the value they have cited in their complaint.

Ron Kaufman, author of Uplifting Service: The Proven Path to Delighting your Customers, Colleagues, and Everyone Else You Meet (Evolve Publishing, $14.95), suggests developing a few basic scripts to

Register to view the full article

Register to view this article

Hide comments


  • Allowed HTML tags: <em> <strong> <blockquote> <br> <p>

Plain text

  • No HTML tags allowed.
  • Web page addresses and e-mail addresses turn into links automatically.
  • Lines and paragraphs break automatically.