When blame is place on an object, it is just as bad as blaming another person or department. The customer wants resolution to the problem. Apologize and move on. I'm sorry you had this experience. Let me see how I can correct it for you.
Words can send an upset customers into orbit.
When sincerely stated, words can also soothe and express that you are ready to help and serve. Review some of the phrases you use when speaking with customers. Select your words and phrases wisely and you too will calm the raging client and win loyal customers, and customers who refer you business. Eileen O. Brownell is President of Training Solutions, a Chico, CA based firm. Eileen is a 'high- energy' speaker and trainer who captivates her audiences and makes learning a lasting experience.