when I ran our dealership, I told everyone that if you had a customer get upset about anything , not to point fingers or say it was another employees fault or another depts fault.....the customer doesnt care, he/she only wants the wrong fixed.. just take it upon yourself and say , : I`m sorry WE messed up, WE will fix it", then fix the problem or take it to appropriate dept head and have them sort it out...dont let the customer ever see or hear any finger pointing ,it doesnt solve the problem , it only makes the customer more mad, because he feels like its more important within your company to blame ea other than to fix his problem,, and to him , his problem is no 1...should be to your company too.
