Line Time

How to Defuse Customer Complaints: Start With This Phrase

This simple statement gets you the information you need without triggering a defensive reaction.

Published

1 month 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

Related Topics:

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.

Up Next

What to Say to Turn a Mistake Into a Win

Don't Miss

Draft Mode to Deadline: Use This Phrase to Push Projects to the Finish Line

Printvinyl Scored Print Media

New Printvinyl Scored wide-format print media features an easy-to-remove scored liner for creating decals, product stickers, packaging labels, and more. The precision-scored liner, with a 1.25” spacing on a 60” roll, guarantees a seamless and hassle-free removal process.