Any bad tactic that someone might take in an argument could also be one to avoid when it comes down to your customers and the feedback that they have to share with you. It's usually a pretty clear sign that you're losing any kind of dispute when your customer service sounds too defensive, and the customers who reach out to your answering service will almost certainly balk if this is your response.
However, there can be a way to clarify without going too far in that direction. That appears to be what Lululemon is trying to do as it, once again, attempts to mitigate the after effects of a recent brand crisis.
Earlier this year, amidst jokes and scandal, the athletic wear company was forced to recall some of its yoga pants because they were defective. More complaints have been targeting different brands of the company's products for being uncomfortable and, in some cases, still see-through.
Since the company has already gone through a previous problem along similar lines, and since its CEO is on the way out soon, this might seem like a difficult and stressful time for them to respond with grace.
But the response seems to have been relatively collected and standard, as MSNBC reported that customers were directed to the typical channels to express their frustration.
With a live answering service that is especially prepared to handle these moments of duress, it's possible that even a company that's seen the worse can come across as calm and together, as opposed to the frenzy or disorganization that might have a negative impact on sales.