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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.

Published

3 weeks ago

October 7, 2025

Big Picture Staff BIG PICTURE SEPTEMBER-OCTOBER 2025

“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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Big Picture Staff

Big Picture magazine has been serving wide-format printing professionals for more than 25 years, providing business-specific content to help boost bottom lines through its industry-leading magazine, website, email bulletins, Brain Squad and social media channels.

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