Responding to a customer complaint? Don’t take yourself too seriously

If you receive a difficult complaint from a customer it can be easy to get defensive. Nobody enjoys seeing the fruits of their labour being criticised. 

But rather than getting in a huff, try to see the funny side. As we can see in the case of Wolves FC, you can make amends with the customer and maybe even score a PR coup. 

After Richard Gough received a Wolves shirt with the club’s crest printed upside down, he took to Twitter to vent his frustration. 

The club responded with wit as seen below: 

The letter reads: “Although we’ve been riding the crest of a wave recently, in terms of results, we pride ourselves on the quality of our shirts and we certainly don’t get a badge of honour on this occasion,” the letter read.

“That said, the world can sometimes look better upside down – last year’s League table being just one example….

“Please accept our apologies, along with a ticket.”

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