What do you do when one of your customers misunderstands something, your policies have changed, or they're simply wrong? Here's how to handle it—and still keep them happy.

1. When the
Customer Isn’t
Right:
The Do’s and
Don’ts

2. Do:
Hear the customer out

3. Do:
Work with the customer to
achieve a resolution that they
are happy with

4. Don’t:
Worry so much about right and wrong—focus on
resolving the issue going forward and keeping the
customer happy, while still sticking to your rules

5. Do:
Educate customers and staff on your
policies and explain the reasoning
behind them

6. Don’t:
Blame or shame your staff

7. Do:
Consider whether or not a
policy change is needed

8. Do:
Use the opportunity
to create a feedback loop between
yourself and staff members