I'm joining a small motorcycle parts company in the new year as a management accountant. In addition to accounting and labour, I'll be doing sales service via the phone. Here is an interesting real scenario and I need your input: A customer purchases some expensive bodywork. He's fussy and demanding as whines for discounts and freebies. So, the owner gives the discount, throws in a T-shirt and patch and all is good. The customer goes off and starts saying how much he loves the bodywork. Later, the customer calls and says that a friend has died in a motorcycle accident and he doesn't want the bodywork anymore. (As far as I know, it's still in the original packaging and in salable condition). The owner is not happy with the trouble he went through during the sale so he says no but he can offer him a credit. The customer goes off and bad mouths the company on a bunch of forums, like Talkbass-for-motorcycles - the exact opposite of what he was saying before. Okay, so I'm inclined to refund the sale and hope the customer stops slagging the company. Is there any other way of dealing with the situation? The owner doesn't really want to but I think his emotions are clouding the overall picture. I think the cost of the refund is far above the cost of continued bad publicity. Any suggestions? I've done customer service before but never received any formal training.