What to Do with an Angry Customer When It’s Not Your Fault

Turn Angry Customers into Customer Evangelists

What do you do when a customer is upset about something that’s out of your control? It’s one thing when a customer is mad about something you did; you can go to work fixing it. But when it has nothing to do with you and the customer is raging over the phone or across the counter, what should your reaction be? This is an opportunity—an opportunity to create a moment of magic and delight your customer, regardless of who’s at fault.

Learn more in this week’s video!

Shep Hyken

Shep Hyken

Shep Hyken is the Lecturer of Customer Experience for the Tarkenton Certificate in Entrepreneurship and the Chief Amazement Officer of Shepard Presentations. He is a New York Times and Wall Street Journal bestselling author and has been inducted into the National Speakers Association Hall of Fame for lifetime achievement in the speaking profession. Shep works with companies and organizations who want to build loyal relationships with their customers and employees. For more articles on customer service and business go to hyken.com.