Splitting the difference with customers in deadlock situations is quite common in the customer service world, but I do not think it's wise and here's why.

Splitting the difference is essentially making a concession. It's important to only make concessions that are carefully thought out and to make them strategically. Every concession sends a message to your customer. Here's what I mean:

Quick concessions undermine the credibility of your initial offer.

Large concessions tell the customer a lot more can still be conceded before your bottom line is reached.

Small concessions tell customers your bottom line is not far off.

Additionally, splitting the difference is not likely to improve customer satisfaction or bring the customer back.  I'd focus on giving your team skills to negotiate effectively with customers and to assertively draw the line on consumer error.

I think your team might benefit from an on-demand webinar I recorded recently, entitled How to Negotiate with Customers: 10 Strategies for Negotiating with Crafty, Cunning & Unreasonable Customers. Get the details on this on-demand recording right here.

Myra Golden is one of the customer service industry's most highly regarded trainers and is nationally recognized for delivering paradigm-shifting customer service programs that position employees to deal more effectively with difficult customers and completely restore customer confidence after dis-satisfying experiences. Her clients include McDonald’s, Johnson & Johnson, Coca-Cola, Frito-Lay, Michelin Tires, Pirelli, Scotts Miracle Gro, and Procter & Gamble, among many others.

Imagine your next phone call is from an angry, irate customer, and you've only got a few seconds to gain control. Are you 100% confident you can handle it?

If not, Myra Golden has the perfect program for you...a free online training designed specifically for hard working customer service professionals.
Simply click this link now to see what it's all about: http://www.handledifficultcustomers.com