CHAPTER 69
When a Complaint Is a Scam
In almost any frontline service position, you will, on occasion, have to contend with customers (or pretend customers) attempting to scam you and your company. It’s an unavoidable part of doing business, and you need to be prepared to handle these situations firmly and professionally. Scamming is one of those topics where there can be a considerable philosophical difference of opinion on how such situations should be handled. One line of reasoning suggests that the damage from the scam is nowhere near as bad as the damage that may be done to your business if you anger the customer, and for this reason it’s sometimes necessary to let the customer get away with the scam. In some cases, there’s merit to this ...
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