According to "Platypus Jack" there is a prevailing myth when it comes to customer service:
"It’s ALWAYS the Customer’s Fault"
Who would ever say such a thing?
But, oh, yes, there are many of us that work in customer service who are so quick to blame the customer for things that go wrong.
That's where we, as people, fail... (Uh, except in the title of this blog!) We use that word "always". Time and time again I've heard coworkers say, "Why do customers always..." That's called "generalizing", my friends. Customers aren't ALWAYS crazy. Customers aren't ALWAYS stealing. Customers aren't ALWAYS at fault.
In fact, there are more nice customers than there are evil ones. And that is the lesson for the day, grasshopper!
As a computer salesman at one of the stores that sells fruit and music players, I've always been told to follow the 'customer is always right' method. We of course follow policy, but it will be bent if it means keeping a customer.
When the store brings in a hundred thousand dollars or more per day, a few extra discounts are worth the repeat sales.
Posted by: Eric Gideon | April 27, 2006 11:29 PM | Permalink to Comment