Devoted to customer service and the principles of exceptional customer services

I don’t know if I agree too much with what Steve Douglas has to say in this video, but at the same time I know that there are people out there that just will never be satisfied.  How would you treat these people?  Do you dump them like Sprint dumped those 1,000 customers?  The more I think about it, the more I think Ok, will maybe Sprint did make the right decision.  

However, could it be possible to make good with these customers?  Have you ever asked one of your complaining customers, “Ok, what can I do to make you happy?  What is it that you really want?” Or do we immediately go on the defensive and put up barriers to make the customer even more frustrated?

Other questions that came to mind as I watched the video…

Is it true that it’s ok to tell people no sometimes?  Have you ever told a customer “No, I can’t help you?”  

Do we need to instill fear in our employees to do what we want them to do?  Or do we set a good example through our own actions?  

Have we become Yes Women and Yes Men?