Be Agreeable Without Groveling

The last thing a customer with a complaint wants to hear you say is: "You're wrong." They want you to understand and appreciate them. Ron Kaufman shares five scripts you can use to respond to customer complaints effectively.

Say What? Five Quick Scripts For Responding to Customer Complaints



Customer Complaint: Rude Service

Your customer says: “Your staff was rude and totally unprofessional.”You say: “You are right to expect courteous, respectful, and professional staff.”

Customer Complaint: Too Many Rules

Your customer says: “Your policies are rigid. Your company is so bureaucratic.” You say: “I agree that we should be as flexible and user-friendly as possible. Your suggestions can really help.”

Customer Complaint: Overpriced


Customer Complaint: Too Slow

Your customer says: “I’ve been waiting forever. Why did it take you so long to take my order?” You say: “We understand that in today’s world speed counts. You deserve fast, friendly service.”

Customer Complaint: Bad Website

Your customer says: “Your website is terrible. I couldn’t find the information I needed.” You say: “You are right to want an informative, user-friendly website. What information couldn’t you find? Your suggestions on how to improve the site are a big help.”

Notice how your responses make the customer feel right. We don’t argue over the facts: rude staff, stiff policies, or insufficient product features. But we doactively agree on the importance of what they value most.


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