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Thought I'd share another leadership opportunity, this time for industry leaders in the Tech & Digital sector. Would love to connect with anyone who is a senior leader (MD / SVP) with deep experience in this sector alongside leadership experience in a TA / Growth or Client Relationship environment. Amazing opportunity to further establish and grow our presence with global leaders in Tech.
https://www.weareams.com/careers/job-search/job/?id=15575
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“I understand your frustration, however this something out of my control. If you would like to escalate a complaint, I’d be happy to direct you towards our customer service team”
Sometimes it can be helpful to explain how the policy actually benefits them. For example, return policies and how they prevent fraudulent returns, thus keeping prices from escalating unnecessarily. Empathize that you understand how frustrating it is and try to offer alternatives when possible. A lot of times the connection and understanding goes a long way and can turn the experience around.
I try to be empathetic while not leaving much room to argue. I tell them I understand their frustration, explain why we have the policy if I can and that I don't make the rules.