Think about it. You have to have a screw up so you can fix it, demonstrating your sincerity about delivering a quality product and service. The answer is fear. Fear that the customer is trying to rip you off. Fear that someone will have to take the blame and that someone might be you.
Employees often think that their job is to protect the company from the customer.
Plus, they often believe that complaints are a sign of failure rather than an opportunity to grow. And none of this will change unless it is both communicated and demonstrated by top management. The least expensive way to resolve a complaint is to apologize and ask the customer what would make things right. Four Steps to Service Recovery Establish rapport. Let the customer know up front that you are on their side.