Fair Resolve

We’ve all sweated through the hostile phone call from an irate customer who is upset about a problem that was caused by our company. Anything from a missed delivery to miscommunication can cause the undesirable scenario.

Our experience and training tells us to allow the person to air out their feelings so they may express their hostility. In our desire to satisfy the customer and rectify the problem, we may respond with, “What would you like me to do?” Rather than ask this obvious question (they want you to fix the problem!) and risk inciting further hostility, try this response instead.

“Under the circumstances, what would be fair to resolve this problem to your satisfaction?” This requires the customer to think about two things. One, “What is fair to me?” and two, “This person is trying to work with me.”

While you may run into the occasional customer who will attempt to take advantage of this question, you will find most customers respond reasonably to the question asked of them.

Ultimately, you are in a position to satisfy an existing customer, correct an unintentional mistake, and keep your company’s reputation intact.

Back | Next