Which token do you pick?

In customer service, there are only two tokens - "It's no big deal" and "It's the end of the world". When a customer calls in with an issue, you have the choice to pick one of these two tokens. The moment you have made that choice, the customer is automatically left with the other.

If you decide to pick the "it's no big deal" token and ignore the customer's plea, the customer has no choice but to select the "it's the end of the world" token. She escalates the issue, goes online and writes a negative review, and tells her network about the issue.........

On the other hand, if you choose the "it's the end of the world" token and go all out to resolve, mitigate, or even offer a short-term solution, the customer will inevitably pick the "it's no big deal" token. She will convey to her network how great your response is, how empathetic you are, and become your raving fan.

Which token does your organization pick as a default?

Subodh July 13, 2022