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When your company or customer service fails or your products break down, always have your employees trained to be sympathetic, helpful and very courteous and most importantly, admit company error. When your customer service person tells the customer that the mistake is the company’s fault, he also tells the customer that the company will resolve the problem as soon as possible.  You cannot afford to lose customers because your firm makes errors and is occasionally dysfunctional. Most customers realize companies are not flawless.  Admitting the error and committing to solving the problem for the customer many times will resolve the issue to the customer’s satisfaction.  Correct your internal process and be certain all employees at all levels (from the receptionist to the delivery truck driver) treat all customers well as possible. Include this valuable trait for customer service in all employees’ performance reviews.

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