Cardinal Rule of Customer Service

Never tell a customer, client or anyone they are wrong. Don’t even insinuate they maybe wrong. It automatically put the other person on the defensive. Angry defensive customers are almost impossible to deal with.

Everyone wants to feel listened to. They want their concerns to be validated. Let them acknowledge they may have “erred.” Admitting, from time to time your company is in the wrong, gives the customer no place to go. You are agreeing with the customer.

How can the customer argue and be upset if you agree with their concerns?