Life
The Customer is NOT always right
I have been in some form of Customer Service for the past 34 years. Wow! That statement made me feel old. Okay, back to my point. Way back when, the phrase “The customer is always right”, was ingrained in our minds and we were taught to always give the customer what they wanted. I’ve even had bosses that have told me that as long as a client pays their bill, to let them talk how they want.
Having grown up in a family business, I’ve always known that the customer is what keeps the business going. Do we bend over backwards? Sure, if it can be done. One of my aunt’s told me that my grandfather had told her not to allow a client to cuss at them on the phone and if they did, she had every right to speak up and ask not to be spoken to that way. However, unfortunately my grandfather was not in charge of my adult life paycheck and I had to be quiet and listen to what my boss required.
There have been a few times where I have said something to a client. Sometimes it was to a young Airman (I lived near a large Air Force base) and it was usually because they were too immature to realize that they needed to speak properly. They weren’t confrontational, just using phrases such as, “This is pretty sh*tty that I have to go through this paperwork” or “So, where the h@ll do I find that number.” Usually, that wasn’t such an issue. However, the minute that a client uses any form of foul language in a combative way or makes accusations, I will stop them immediately.
“Excuse me, please do not speak to me like that.”
Guess what… There is NOTHING wrong with that.
I know that some of you are going to think that is disrespectful to the client and that the client has every right to take their business elsewhere, and they do. Just like I have the right to do that when I do not like service at a particular place.
However, here is what I am getting at – STOP being rude to people!
One of my co-workers that is probably one of the nicest people I have met but has unfortunately allowed people to walk all over her, has had quite the week with clients. Yesterday, a client made her cry.
A woman called and right up front let my co-worker know that she preferred that her husband makes these calls and she is upset from an issue OVER a month ago that was not completed to her satisfaction. This “Karen” told Amanda that she had issues with logging in online A MONTH AGO and wants to know why Amanda didn’t fix it then. Amanda politely told her that she didn’t realize there was that issue a month ago but she will be more than happy to fix it now. Karen continued to berate her by telling Amanda how she had not liked her in the 20 YEARS that they have worked with her, how Amanda doesn’t give her good service, how Amanda should have known that she (Karen) couldn’t log in to the site, and on and on.
When Amanda began to softly cry, this Karen said, “Oh good, you’re crying. Even you know you can’t do your job.”
Unfortunately, there are people these days that think that because they are able to hide behind a phone, whether it’s by speaking directly to another or online, they feel they can treat others however they want to.
My sweet co-worker called the company, explained the situation, and begin tearing up while talking because of the awful way she was treated. This company felt so bad for Amanda that they told her they would immediately call Karen and have this taken care of.
So, who won in all of this? Karen. Why? Because she was mean. Once again, she got away with her attitude.
There are so many articles or reviews out there that complain about customer service, and I always wonder what the customer was like…
Were they expecting miracles…
Were they rude to begin with…
Does acting rude make them feel powerful…
Generally, we have wonderful clients and will bend over backwards for everyone, whether polite or rude. So, if we’re going to do that, what is the point in being rude to someone else? If you’re mean to strangers like this, even to people you may know, my guess is that you are a very unhappy person and nothing will make you happy. Perfect customer service will never be enough for you.
The next time you find yourself wanting to be rude to someone, just to make yourself feel better, stop and consider this… You are potentially ruining someone else’s day. If you are the type of person that doesn’t care that you are affecting another with your words, then YOU are the problem.
Yes, I said YOU!
While I understand frustration in Customer Service situations, I am proud when I see companies stand up for their employees and not allow customers to treat their staff poorly. Employees that feel protected will do more for their company than the ones that feel dismissed. Also, I can promise you that the service you will receive when you treat others with respect, will be exactly what you are looking for.
My moral of this story… Think about how you are treating others. Is this how you want to be treated? Would you be okay with someone calling you at work and telling you how they don’t like you and that you are an awful person? No, you would not. So, be nice.
