Customer Service Tip: Tell the truth

By: Jeff Toister (submitted by Carmen Gass)

Here’s the scene. You’re facing a customer who isn’t going to like the news you’re about to give him. Should you lie? Exaggerate? Delay? Run and hide?

The correct answer is tell the truth.

** Tell the Truth**

It may be tempting to exaggerate or bend the facts a little to make a customer feel better when there is a problem. Unfortunately, this tactic often makes things worse in the long run when the customer discovers you gave them inaccurate information.

A better way to handle difficult situations is to tell customers the truth. And then tell them what you plan to do about it.

Bonus Info: Here’s a technique from the world of improv that can make it easier to share the truth.