When it comes to dealing with dissatisfied customers, most business owners and managers believe that money back guarantees and/or exchange policies will fix the problem. Lousy strategy. Money back guarantees and exchanges may fix the problem, but they do nothing to fix the relationship. Policies don’t fix relationships—people do.

You know the scenario... your workday is running smoothly and manageably when suddenly you find yourself dealing with one customer in front of you, another on the phone, while a third arrives with just a quick question.

Over the 20 years I’ve been advising leaders and their teams on how to enhance customer service, I’ve found that with proper training, sales staff can quickly learn to enjoy dealing with clients, even those who are stressed.