Had a customer at Best Buy tell me my tone was 'dismissive' - totally changed how I handle returns now

I used to just rattle off the return policy without thinking, but this one guy last year called me out and said I sounded like I was judging him for bringing back a laptop after 29 days. Now I make sure to lead with 'no problem' instead of 'unfortunately' - has anyone else had a customer's feedback completely shift their approach?

2 comments

2 Comments

brooke_walker3d ago

Yeah but leading with "no problem" can feel a bit fake if you don't really mean it. A guy once saw right through my cheerful tone and said it sounded rehearsed, which was worse than being blunt. Sometimes straightforward honesty works better than a scripted phrase that doesn't match how you actually feel.

ninah103d ago

Oh wow this is a good one. I totally get what you're saying @brooke_walker - being fake is worse than being direct. What worked for me was finding a middle ground. I just say "let me take a look at that for you" and actually listen. It buys me a second to check the system but also shows I'm paying attention. People just want to feel heard. That's what changed everything for me.

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