by Silva Payne

Created on: January 23, 2010

Nobody likes to be wrong. It can be embarrassing to everyone involved, when in the middle of a heated discussion, you realise that your complaint or issue was not the way you had first thought. Dealing with customers who are wrong can be one of the most difficult aspects of customer service. However, there are some simple ways of handling a customer who is wrong, without losing their patronage at the same time.

Documentation is usually the best way to help you deal with a customer who is wrong. It does not really matter what their complaint is about, you should have adequate documentation about the product or service to be able to explain things clearly to the customer. Your company should have a concise and relevant set of terms and conditions, along with procedures for dispatch and delivery, and aftercare, which are freely available to you and the customer. Get to know these documents inside out so that no matter what the issue, you know the exact part to look at to help formulate your response.

If the customer is angry, remember they are not angry with you personally. Listen carefully to their complaint and take detailed notes of the product or service they used, what the issue is, and what they feel should be done about it. Try to keep your tone efficient but sympathetic. When the customer has explained everything, tell them that you have a few standard questions to ask, which may seem a little simplistic, but that will allow you to eliminate some of the most common types of problem. It is better to warn the customer like this, than to simply ask them if they turned the appliance on, remembered to insert the batteries, or left the item out in the rain overnight.

By going through a few simple questions with the customer, it is likely that you will be able to identify something that they have or have not done that is causing their item or service to fail. When they realise it could be their fault, try not to blame them. Simply smile (that will come through in your voice) and tell them it is a common thing and not to feel too silly about it.

If the customer has not read the terms and conditions, or refuses to believe that what is stated in them is true or relates to their query, take down their details and offer to send them a new copy immediately, and would they like you to highlight the exact paragraphs or phrases that apply to their circumstances. Let the customer know that you record every complaint and take each one seriously. If they still insist that they are right, tell them that you will be escalating the issue to your line manager and that the customer should be hearing from them shortly. Check the customer's contact details thoroughly once more so that they can be sure to receive a response.

Keeping detailed and accurate records will help all staff give excellent customer service, even when the customer is wrong.

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