You’re Wrong!

September 11, 2019 // Shep Hyken

Turn Angry Customers into Customer Evangelists

“The customer is always right!” Well, not always. But even if the customer is wrong, you can still treat them the right way, with dignity and respect. When you run into a situation like this, choose your words carefully. Avoid phrases like, “It’s your fault,” or “You’re wrong!” In this week’s video, we’ll look at more of these phrases to avoid, and how you can improve the customer experience.

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.