Free Articles

8 of the Best Responses to Product Liability Complaints

In the Avoiding Damaging Admissions article I gave you a list of things never to say to customers in product liability complaint situations. But what do you say? Here are eight great and safe questions and statements you can use.

1.      Did you read the warnings?

2.      Did you read the instructions that came with the product?

3.      What is the date/ or serial number?

4.      How were you using the product?

5.      Please tell us what happened?

6.      We want to help you.

7.      We’re sorry that you’ve had a problem with this product.

8.      Is there anything else I need to know about this that I haven’t thought to ask?

These questions and statements are safe and will help you get more critical information from your customers. Remember: Your tone must be sincere and empathetic. Never come across accusatory or condescending.

Take the next step in learning to successfully manage product liability claims

If you have any concerns at all about the way your employees handle product liability complaints or you're not sure your organization is doing everything possible to minimize the risks of product liability claims, you need to explore my first ever live broadcast of Beyond WOW Complaint Resolution on October 8th and 15th. An entire module is being dedicated to handling product liability claims and we discuss such topics as how to avoid damaging admissions and the importance of getting the product from the customer, and the best things to say to product liability claimants. Get the full story here.

About the Author

Myra Golden is one of the service industry's most prominent trainers and a highly regarded business growth strategist. Companies hire Myra and her team to help them build, recover, and strengthen customer relationships. She can be reached at 866-873-8419 or by email at myra@myragolden.com. She also has a website: www.myragolden.com. 

Customer Service Newsletter

Get real-world tips & techniques for WOWing customers, dealing with difficult customers, and handling complaints with finesse delivered right to your inbox - FREE.

Sign up now and we'll give you a 6-pack of Myra Golden's  Dealing with Difficult Customers videos. You'll be able to download the videos immediately!

Sign Up Now

.