Upset Customers -- Don't Ask, "Why?"

Dear Lydia,

When dealing with upset customers, blunders often occur when employees gather details. One of the employee's main roles is to show serious concern and to facilitate the customer's 'venting' of their frustration. That means asking the customer who, what, where and when the problem occurred. Unfortunately, too often, employees ask customers 'why?' Usually, the answer to a why question is that someone was stupid. That part of the event is better left unsaid. So, by all means ask the four "w"s, but avoid asking, 'why?'

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