Glenn Ross of Customer Service Experience has a great post in which he responds to one of his reader's comments. This line of the comment caught my attention:
"Don't people have better things to do than to complain about one bad shopping experience in which the associate may have been having a bad day or in which the customer may in fact have been a little rude?"
People need an outlet to express their frusterations - because someone in the company didn't live up to the their expectations. Perhaps they want the world to know their experience so that other people don't make the mistake of doing business with the company. Many bloggers know that it only takes one experience for the word to spread like crazy on the web. That's why it's so important to be consistent in your service. If you're having a bad day, I think it's ok to let the customer know this, but be apologetic. "I'm having a very trying day today, please bear with me. I'm sorry for...[enter whatever applies]" Most customers are pretty understanding.
Here is Glenn's advice:
"For the next seven working days treat every customer service problem as a problem you will solve in the customers’ favor. Be on the customers’ side even if they are returning an obviously worn swimsuit. Set a goal of watching each customer walk out of your store with a smile on his or her face ready to brag about you and your company. Remember level 3 above. Be their partner, not their opponent. If you even meet the goal only half the time, you will feel some much better about your career and you will have retained customers for your company."
Couldn't have said it better myself.
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