Face-Saving Out

It is never a good idea to embarrass or humiliate a customer, no matter the situation. Providing customers with an option for face saves them from embarrassment and prevents them from getting angry or frustrated as well.

The best way to illustrate this is with an example. Imagine that a customer appears not to understand the instructions at all, even though they are given written information for reference and are told everything verbally before hand as well.

The employee could say, “If you want to learn more about the material we gave you, let me know.”

“Maybe the written material is not clear or I haven’t explained myself well, so let me see if I can talk you through this since it can be complicated.”

This removes the blame component by putting responsibility on the customer’s side, while not trying to point out any comprehension difficulties they may have.