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Jeff Toister

Customer Service Tip of the Week: Give them time

Published 3 months ago • 1 min read

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Hi Reader,

Your customer is angry.

You've solved their problem. Said all the right things. Used all your secret techniques to try and make them happy.

But they're still agitated.

Quick fixes won't help in those situations. This week's tip is all about playing the long game.

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Give upset customers some time

Customers sometimes just need a chance to cool down.

Intense emotions like anger, frustration, or anxiety can make it difficult for your customer to think clearly. Fortunately, the intensity of those emotions usually fades with time.

Try giving an upset customer a few minutes, a few hours, or even a few days to regroup after a service failure.

You can re-engage them again after you've given them some space.

Bonus Info: Giving customers some time is one way to preserve a relationship after a service failure. LinkedIn Learning subscribers can see more examples in this short video.

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Have a great week!
Jeff
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Jeff Toister
The Service Culture Guide
619-955-7946
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Jeff Toister

The Service Culture Guide

I help leaders build customer-focused teams. Get weekly customer service tips to sharpen your skills or share with your team.

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