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How to Defuse Customer Complaints: Start With This Phrase

This simple statement gets you the information you need without triggering a defensive reaction.
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“Tell me what happened.”

WHEN TO SAY IT: These should be very first words you say when a customer walks in with a problem.

WHY SAY IT: Because if your first act is to ask them “why?” something happened, you’ll put a customer on the defensive. Say this instead and you’ll get the facts without the fight.

Source: Business consultant Kate Peterson

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