Top 5 reasons why the customer is "always right" is wrong Posted: 2 years ago by Nunkii
"Let me get this straight: The company will side with petulant, unreasonable, angry, demanding customers instead of with me, its loyal employee? And this is meant to lead to better customer service?"
*It won't let me upload a pic from my pc or url. Will someone please insert a pic. Thanks.
Comments: 4 Score: [-] 441 [+].
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Posted: 2 years ago by Rowangrey:
I cannot tell you how many times I've had a manager/boss throw me under the bus to please a customer/client who was WRONG. I've even had a few who were wrong, abusive, and on the verge of violence.
Score: [-] 20 [+].
Posted: 2 years ago by extc68:
I've been outsourced for IT helpdesk work for the past 6 and a half years and I've always made sure to get the hell out of projects where my supervisor didn't back me up in my numerous conflicts with unhappy customers.
It's one thing to set out policies, but you can't make an exception every time a client complains about it.
For example, when I was working for Cisco my supervisor told us we should send a user 3 invitations to come to our office to have their problem looked at (they all had laptops), but after that, without any reaction from them, we could just close the ticket. He added that if any user had a problem with that policy, even a vice president, we could just ask that user to contact him and that he would back us up. And he did.
Score: [-] 22 [+].
Posted: 2 years ago by tnjaguar:
I wish some workers at a few local companies would read this article.
I used to have connections to an organization with some very nice people who would include one particular troublemaker in their social plans because they felt sorry for her and wanted to do what they thought was right. (All I needed was one run-in with her to realize that she wasn't going to be so easily rehabilitated, but then I'm not exactly known for patience.) Troublemaker constantly complained about service in restaurants, wouldn't tip, griped loudly and constantly in public, drove waiters and other workers crazy, and made things difficult for the rest of us who just wanted a good time. She ended up giving people from our group a bad name, even when the rest of us went out of our way to tip well and be friendly to the servers. But who would end up getting free meals or other perks? (We won't even talk about how she treated people within the group. Let's just say she was abusive.)
She was part of the reason I eventually ended up leaving that organization. She's much larger and more aggressive than I am, and I've had concerns about my safety on at least one occasion around her. I don't need that hassle.
If a few waiters, servicepeople, or managers would stand up to her, maybe even tell her not to return to a few places, that might do more to get through to her than all the make-nice stuff the others had been doing. Better, it might have made that crowd think twice before including her in their activities if they really like going to X restaurant or Y store. Being too nice to someone who repeatedly causes problems only reinforces bad behavior. Confrontation won't work on everyone, but it has a better chance of a positive result than sympathy friendships and denial.
Score: [-] 20 [+].
Posted: 2 years ago by coldbladed:
I just hate when I'll call a place and get told no over and over while I'm trying to be polite and reasonable. Then, when I get legitimately mad, suddenly they'll help me because I am upset. Why do I have to become upset before they'll take me seriously? I'd rather they just did the right thing when I asked them to the first time.
Score: [-] 47 [+].
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