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The Five Best Things to Say to an Angry or Upset Customer
I was recently interviewed by Mario Martinez on his Modern Selling podcast. He shared a story about how he emailed the CEO of a company, and in an incredibly short amount of time, his phone rang, and you can guess who it was … the CEO.
That made me start thinking about the best ways to begin a conversation with a complaining or upset customer. Of course, there may be a few pleasantries to welcome a customer into the conversation. Then, what is said next is what’s important. So, here are a few lines that customers love to hear. They show concern, empathy, and create a sense of confidence. Done right, they help renew the customer’s desire to continue the business relationship.
Season 3 Episodes
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![Roll Out the Red Carpet for Your Employees – Season 3 Episode 2](https://csuiteold.c-suitenetwork.com/tv/wp-content/uploads/sites/4/2022/08/be-amazing-or-go-home-show-thumbnail-season-3-episode-2-258x115.jpg)
Roll Out the Red Carpet for Your Employees – Season 3 Episode 2
Employees First: You have probably talked about rolling out the red carpet...
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Season 2 Episodes
![Closing the Customer Experience Gaps – Season 2 Episode 8](https://csuiteold.c-suitenetwork.com/tv/wp-content/uploads/sites/4/2021/08/be-amazing-or-go-home-show-thumbnail-season-2-episode-8-258x115.jpg)
![Closing the Customer Experience Gaps – Season 2 Episode 8](https://csuiteold.c-suitenetwork.com/tv/wp-content/uploads/sites/4/2021/08/be-amazing-or-go-home-show-thumbnail-season-2-episode-8-258x115.jpg)
Closing the Customer Experience Gaps – Season 2 Episode 8
Have you tightened up your brand’s customer experience journey? Shep shares three...
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Today’s Economy Is All About The Customer – Season 2 Episode 7
The “ME”conomy. Today’s economy is all about you and me and your...
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The Influence of Generation Z – Season 2 Episode 6
Shep talks about how Gen Z is going to change the way...
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Three Successful Business Strategies You Must Do
Shep discusses three strategies successful organizations must do this year to separate...
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The Post-pandemic Customer Experience – Season 2 Episode 4
Shep discusses 3 strategies for delivering a better customer experience during and...
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Season 1 Episodes
![Exit Interviews and Staying Interviews](https://csuiteold.c-suitenetwork.com/tv/wp-content/uploads/sites/4/2022/09/C-Suite-TV-Show-Thumbnail-Exit-Interviews-and-Staying-Interviews-258x115.jpg)
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Exit Interviews and Staying Interviews
One of my favorite sayings is, “What’s happening inside an organization is...
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Different Is Better than Better
I’m going to break just a bit from my typical customer service/customer...
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When Your Company Becomes a Verb
In our customer service training workshops, we have an exercise that introduces a...
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Good Intentions Can Be More Important than Perfection
Not long ago, I wrote about calling your customer or an employee “honey.” It...
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Another Lesson on How to Handle Angry Customers: Don’t Smell the Milk
At a recent conference, I enjoyed an interview with a business owner...
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A Lesson From Michelangelo: Details Matter
I don’t know if it’s true, but it doesn’t matter. This is...
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Feedback Narcissism
The word narcissism is seldom used in a positive way. Google narcissism and you...
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Is It Okay to Call a Customer or Employee Honey?
Just the other night, my wife and I joined some friends for...
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Answer the Question the Right Way
Sometimes a customer asks a question, and then either doesn’t understand or...
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Would You Rather Clean a Toilet Than Call Customer Support?
Would You Rather Clean a Toilet Than Call Customer Support? That’s exactly...
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The Most Important Employee In Your Business
Is the CEO or owner the most important employee of a business?...
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How to Deal with Customer Complaints: The Perfect Thing to Say
There are many ways to deal with complaints or angry customers. I’ve written...
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Customer Service Is More Important than Price
“Is customer service more important than price?” That’s exactly what we asked...
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The Number One Customer Service Strategy
We just released our annual customer service research where we surveyed more than 1,000...
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Some Things Require No Talent
I recently received a note from my friend and Shepard Letter subscriber, Michael Staenberg....
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Back to Class: Shep’s Law of Customer Service
Let’s go back to physics class for just a moment. Isaac Newton’s...
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How to Get the C-suite to Invest in Customer Service
I’ve been asked many times how to get the C-suite to invest...
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Make Your Customer Smarter: Create an Educational Experience
It’s natural that you would gravitate toward a person you perceived as...
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Use Relationship Data to Build Stronger Connections
First, I hope the word “data” doesn’t scare you off. We’re not...
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How Much Do You Trust Your Customers?
One of our loyal subscribers, Darrell Grant, The CXO at Hightower Wealth...
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A Restaurant that Offers Car Washes on the Menu
I recently wrote an article about the little surprises that companies –...
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Stop Sending Me Surveys Unless You Care What I Have to Say!
I’m getting survey fatigue. But it’s different than it used to be....
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Five Lessons On How To Personalize the Customer Experience
I love to receive great examples of outstanding customer service. I’m always...
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One Simple Idea That Helps Retain Your Best Employees
We had some great feedback on The Three N’s of Employee Fulfillment article and...
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Don’t Cut What Is Obvious to the Customer
Last week I covered the concept of skimpflation. In case you missed it, the short...
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The Three N’s of Employee Fulfillment
In the best of times, it’s important to keep your best employees....
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Going “New-Style” Digital Versus “Old-Fashioned” Human Interactions
Here’s a question, and I think I know the answer. Would you...
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A Fast Answer or the Right Answer
Recently I was talking to a customer support rep. She was amazing....
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When Your Customer Experience Hits a “Bump in the Road”
One of our faithful subscribers sent in a question. While he’s in...
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Dealing With Angry Customers: Be Sincere When You Apologize
There will be times that you feel you have to repeat yourself...
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The Secret To Customer Loyalty
Okay, maybe it’s not the secret, but what I’m about to share with you...
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The Five Best Things to Say to an Angry or Upset Customer
I was recently interviewed by Mario Martinez on his Modern Selling podcast. He...
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Best in Class Versus Best in Industry
Here is an interesting idea. Most businesses are competitive. They want to...
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Would Customers Pay to Do Business with You?
Think about this … what if you were to charge a customer...
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Don’t Make Me Repeat My Story
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The Customer Service Ritual that Takes Place at Every Meeting
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Avoid Customer Confusion
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Easy Ways to Improve Your Customer Service Skills
Not long ago I wrote about how small improvements can make a...
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The Problem Isn’t the Employee, It’s the System
Here’s a true story shared by a friend of mine in the...
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How to Deal With Negative Customer Service Interactions
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Customer Service Lessons From the Best Unknown Companies
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The Story Tells the Story
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How to Be a Customer Service Hero: The Mike Moment
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The New Executive Position: CLO, Customer Love Officer
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Compare Yourself to the Best
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Ritualize the Customer Experience
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A Recipe for Amazing Customer Service
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How Much Does It Cost to Give Great Customer Service?
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When Surprise and Delight Becomes Surprise Without Delight
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Does it Matter How You Refer to Your Customers?
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Customer Service Week: A Time to Celebrate Customers AND Employees
It’s my favorite time of year… the leaves change from green to...
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Be Nice – It Doesn’t Cost You Anything
What does it cost to be nice? Some would say, “Nothing.” When...
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The C-Suite Comedy-Suite
Need a break from all these high-powered business programs? C-Suite Network has...
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![The Happy Entrepreneur Show](https://csuiteold.c-suitenetwork.com/tv/wp-content/uploads/sites/4/2019/11/Show-Thumbnail_516x230-258x115.png)
The Happy Entrepreneur Show
The Happy Entrepreneur Show #1 Business DEVELOPMENT AND REVENUE FOCUSED LATE NIGHT SHOW IN...
![Backstage Pass with Jeff Senour](https://csuiteold.c-suitenetwork.com/tv/wp-content/uploads/sites/4/2019/04/BackstagePassTitleCard_516X230-258x115.png)
![Backstage Pass with Jeff Senour](https://csuiteold.c-suitenetwork.com/tv/wp-content/uploads/sites/4/2019/04/BackstagePassTitleCard_516X230-258x115.png)
Backstage Pass with Jeff Senour
Backstage Pass With Jeff Senour Pilot by day and Rocker by night, this...
![“Help My Business!” with Andrew Lock](https://csuiteold.c-suitenetwork.com/tv/wp-content/uploads/sites/4/2019/04/thumbnail-258x115.png)
![“Help My Business!” with Andrew Lock](https://csuiteold.c-suitenetwork.com/tv/wp-content/uploads/sites/4/2019/04/thumbnail-258x115.png)
“Help My Business!” with Andrew Lock
“Help My Business!” is a free Online TV show that helps entrepreneurs...
![The Celebrity Perspective with Ashley Berges](https://csuiteold.c-suitenetwork.com/tv/wp-content/uploads/sites/4/2019/02/TCP-thumbnail-for-C-suite-sized-258x115.jpg)
![The Celebrity Perspective with Ashley Berges](https://csuiteold.c-suitenetwork.com/tv/wp-content/uploads/sites/4/2019/02/TCP-thumbnail-for-C-suite-sized-258x115.jpg)
The Celebrity Perspective with Ashley Berges
Where intimate and authentic conversations sprout organically, between your favorite celebrities and...
![Revolution with Brian Solis](https://csuiteold.c-suitenetwork.com/tv/wp-content/uploads/sites/4/2018/12/Revolution_Thumbnail-258x115.jpg)
![Revolution with Brian Solis](https://csuiteold.c-suitenetwork.com/tv/wp-content/uploads/sites/4/2018/12/Revolution_Thumbnail-258x115.jpg)
Revolution with Brian Solis
Revolution, hosted by award-winning author, technology analyst, and futurist Brian Solis, connects...
![Kit Welchlin’s Most Requested Presentation Topics](https://csuiteold.c-suitenetwork.com/tv/wp-content/uploads/sites/4/2018/12/Keynote-with-tree-LOGO_450w@2x-5-258x115.png)
![Kit Welchlin’s Most Requested Presentation Topics](https://csuiteold.c-suitenetwork.com/tv/wp-content/uploads/sites/4/2018/12/Keynote-with-tree-LOGO_450w@2x-5-258x115.png)
Kit Welchlin’s Most Requested Presentation Topics
Kit’s gift is his ability to transform a passive audience into active...
![The McCuistion Program](https://csuiteold.c-suitenetwork.com/tv/wp-content/uploads/sites/4/2018/11/McCuistion-Show-Thumbnail-258x115.png)
![The McCuistion Program](https://csuiteold.c-suitenetwork.com/tv/wp-content/uploads/sites/4/2018/11/McCuistion-Show-Thumbnail-258x115.png)
The McCuistion Program
Talking about things that matter with people who care... The McCuistion Program...
![Garrett Sutton on Asset Protection, Corporate Entity Structure and Paying Less in Taxes](https://csuiteold.c-suitenetwork.com/tv/wp-content/uploads/sites/4/2018/11/Screen-Shot-2018-11-19-at-3.39.04-PM-1-258x115.png)
![Garrett Sutton on Asset Protection, Corporate Entity Structure and Paying Less in Taxes](https://csuiteold.c-suitenetwork.com/tv/wp-content/uploads/sites/4/2018/11/Screen-Shot-2018-11-19-at-3.39.04-PM-1-258x115.png)
Garrett Sutton on Asset Protection, Corporate Entity Structure and Paying Less in Taxes
Garrett Sutton has worked with small business owners to have the inside...
![Today’s Premier Experts](https://csuiteold.c-suitenetwork.com/tv/wp-content/uploads/sites/4/2018/10/Rey-Perez-Thumbnail-258x115.jpg)
![Today’s Premier Experts](https://csuiteold.c-suitenetwork.com/tv/wp-content/uploads/sites/4/2018/10/Rey-Perez-Thumbnail-258x115.jpg)
Today’s Premier Experts
Welcome to Today's Premier Experts on the C-Suite Network, hosted by Global...
![Kevin Neff’s Speaking of Success™](https://csuiteold.c-suitenetwork.com/tv/wp-content/uploads/sites/4/2018/09/C-Suite-TV-thumbnail-Kevin-258x115.png)
![Kevin Neff’s Speaking of Success™](https://csuiteold.c-suitenetwork.com/tv/wp-content/uploads/sites/4/2018/09/C-Suite-TV-thumbnail-Kevin-258x115.png)
Kevin Neff’s Speaking of Success™
Kevin Neff is an award-winning brand creator, video producer and television show...
![THE SPOTLIGHT with Roger Maloney](https://csuiteold.c-suitenetwork.com/tv/wp-content/uploads/sites/4/2018/07/IMG_4040222-258x115.jpg)
![THE SPOTLIGHT with Roger Maloney](https://csuiteold.c-suitenetwork.com/tv/wp-content/uploads/sites/4/2018/07/IMG_4040222-258x115.jpg)
THE SPOTLIGHT with Roger Maloney
"The Spotlight" hosted by Roger Maloney! This show will shed light on...
![Run Towards The Roar with Jason Forrest](https://csuiteold.c-suitenetwork.com/tv/wp-content/uploads/sites/4/2017/04/RTTR-show-thumbnail-258x115.jpg)
![Run Towards The Roar with Jason Forrest](https://csuiteold.c-suitenetwork.com/tv/wp-content/uploads/sites/4/2017/04/RTTR-show-thumbnail-258x115.jpg)
Run Towards The Roar with Jason Forrest
"What does it take to be a successful entrepreneur?" asks C-Suite Executives....
![Alan Olsen’s American Dreams](https://csuiteold.c-suitenetwork.com/tv/wp-content/uploads/sites/4/2017/03/Logo-516x230-258x115.png)
![Alan Olsen’s American Dreams](https://csuiteold.c-suitenetwork.com/tv/wp-content/uploads/sites/4/2017/03/Logo-516x230-258x115.png)
Alan Olsen’s American Dreams
Each week, Alan interviews guests have proven themselves as exceptional entrepreneurs and...
![The DEAN’s List with Dean Lindsay](https://csuiteold.c-suitenetwork.com/tv/wp-content/uploads/sites/4/2017/03/with-Dean-Lindsay-258x115.png)
![The DEAN’s List with Dean Lindsay](https://csuiteold.c-suitenetwork.com/tv/wp-content/uploads/sites/4/2017/03/with-Dean-Lindsay-258x115.png)
The DEAN’s List with Dean Lindsay
The DEAN's List w/ Dean Lindsay is C-SUITE Network TV's UPBEAT SHOW...
![Mind Your Business with Yitzchok Saftlas](https://csuiteold.c-suitenetwork.com/tv/wp-content/uploads/sites/4/2017/02/NEW-show-thumbnail-image-1-258x115.jpg)
![Mind Your Business with Yitzchok Saftlas](https://csuiteold.c-suitenetwork.com/tv/wp-content/uploads/sites/4/2017/02/NEW-show-thumbnail-image-1-258x115.jpg)
Mind Your Business with Yitzchok Saftlas
Yitzchok Saftlas is the founder and CEO of Bottom Line Marketing Group,...
![Above The Clutter with Pete Krainik](https://csuiteold.c-suitenetwork.com/tv/wp-content/uploads/sites/4/2017/02/Above-The-Clutter-2-516 × 230-258x115.jpg)
![Above The Clutter with Pete Krainik](https://csuiteold.c-suitenetwork.com/tv/wp-content/uploads/sites/4/2017/02/Above-The-Clutter-2-516 × 230-258x115.jpg)
Above The Clutter with Pete Krainik
In this a hyper connected era where busy C-Suite business leaders have...
![Amazing Business TV with Shep Hyken](https://csuiteold.c-suitenetwork.com/tv/wp-content/uploads/sites/4/2017/02/C-Suite-TV-Show-Thumbnail-Image-258x115.png)
![Amazing Business TV with Shep Hyken](https://csuiteold.c-suitenetwork.com/tv/wp-content/uploads/sites/4/2017/02/C-Suite-TV-Show-Thumbnail-Image-258x115.png)
Amazing Business TV with Shep Hyken
On Amazing Business TV on the C-Suite Network, Shep Hyken, professional keynote...
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