I read an article called "Great Customer Service Is a Right, Not a Privilege" via someone's blog which had me thinking - IS customer service a RIGHT? I would say so, except that if you are a not-so-good customer, you don't have a right to service at all!
I recall an incident in which a customer made me cry, literally. I couldn't believe she had the gall to come in and demand service without saying "Please" or "Thank you". She kept slapping her hand on the table demanding that I do everything she wanted. It isn't right for customers to come in demanding service and disrespecting customer service reps. That was the first time I was outright rude to a customer because I refused to let her humiliate me like that. The funny thing is, she finally realized what a, for lack of a better word, booger-head she was and straightened up her attitude. It's for those kinds of customers that I say, no, great customer service is not a right.
What do you think?
I agree with you. And I take exception to this line in the article:
"It does mean that they will deal with you in a professional, friendly, courteous manner regardless of the situation and provide you with alternatives"
Regardless of the situation? I think not! I had a customer lunge over the counter and grab me by the neck because I didn't bag his items fast enough. Up until that point, I had been professional, polite, friendly and courteous. But according to the article, that deranged S.O.B still deserved friendly service? Yeah right! I've had customers spit on me, scream profanity, make threats and throw things. Those people deserve a kick in the ass.
Posted by: Shauna | March 23, 2006 10:31 AM | Permalink to Comment