Gracefully Navigating Hiccups: Mastering the Art of Handling Co-Worker Slip-ups with Customers

We both know that co-workers can sometimes make mistakes that negatively impact customers. It can be frustrating and even embarrassing. In this post, I’m sharing some tips on gracefully handling co-worker slip-ups with customers. 

Empathy

The first thing you should do is empathize with your customers. The customer may be upset and frustrated, and it is necessary to acknowledge their feelings. Your attitude should be regretful and concerned, yet not apologetic. 

Balance

Refraining from siding with the customer against the organization is crucial. Taking a customer’s side can hurt your relationship with your team if you’re overheard. Your focus should be on finding a solution instead of highlighting the actions or remarks of your co-worker.  

What to say to the customer after they complain about your co-worker

After a customer expresses concerns, it is crucial to acknowledge their feelings. Ensure them that you understand their frustration and will do everything you can to resolve it. 

You could say: “I’m sorry about that.” or “I can see your point.”

 Next, reframe the customer’s complaint into your next steps: “My goal is to resolve this issue on this call.”

Conclusion and key takeaways

It is never fun to have to deal with complaints about co-workers. But when you show empathy toward the customer’s complaint, take care not to side with the customer, and reframe to a focus on solving the issue, you’ll handle these complaints easily!