Got a Complaint?

A customer called our service department and wanted to exchange an item. It wasn’t that she was unhappy with it, she just was really unhappy with her partner’s reaction to it.  In addition, she just got around to calling even though it was delivered over two months ago.

So, how would you handle this?

Clue: never say “I can’t do anything. I’m sorry.”

Say instead: “This is what I can do…”

And then do something for her: a credit, exchange, small token, anything.  A minimal gesture on your part will get you a loyal crazy happy customer that will come back AND tell all of her friends.