Providing great customer service in times of error requires one important element: honesty.
But there’s a fundamental problem people have with being honest during these situations. And it stems from your childhood.
It’s the fear of being in trouble.
No matter who you are, it’s a natural fear. But those that provide great customer service have learned how to deal with this “fear,” and are honest with customers and act as if they are in a partnership, and not in a me against you scenario.
Customers read this very clearly, and when they see your guard is down they’ll quickly appreciate your honesty, and that you’re trying to help. Granted, some people will take advantage of the situation, but the vast majority will not.
Fear is a natural feeling, but how you react to it will make a world of difference when it comes to customer service.