“The sales team did all they could, so I’d have to say the blame for that must fall on the customer”. The amount of times any customer service expert hears ‘the customer is always right’ is more than enough. In reality though, that is what you need to remember. Customers drive a business, they need to be satisfied in order to keep coming back. When a customer calls an expert, there is no need to directly blame anyone. It should always be seen as a general situation where both you and the customer will create a solution together. Remember that, and you will be successful!