I have been working in customer service for about 20 years give or take. One thing I always heard, in the beginning, was, “The customer is always right.” So much it seemed angry customers would chant this as they made their demands over issues. This saying began to give them a sense of entitlement as they felt they could have whatever request they made because, well, the customer was always right.
To this I say, no, the customer is not always right. However, the customer should always be respected. Through the years, I have seen the frustration customers can bring upon service providers. Especially those who feel entitled by
today’s society. I have known many in the industry become jaded and who make matters worse by being rude, long hold times, or even hanging up on customers. All this does is exasperate the issue, causing the entitled customer to become more outraged and adds more fuel to their fire.
Any business you have relies on some type of customer to stay in business. How we treat those customers determines the quality of our business. It can make or break a relationship. We will always get those who have a reason to be angry, and those who feel they are entitled to something or other. Both customers deserve
to be respected and treated the way we would want if it were us.
For starters, whether we agree with their complaint or not, they need to know we hear them. Assure them their feelings or opinions are not falling on deaf ears. Then, we need to let it known we are truly sorry they are having such experiences or issues. If their demands are outlandish, don’t totally blow them off. Instead, let them know why their request cannot be carried out, and offer alternatives both parties can agree on. By fully explaining things to the customer, they are generally more willing to work with you instead of against you. Thus creating a more pleasurable experience for both parties.
Sure there are the unreasonable people who you cannot satisfy, but they still deserve to be respected in your tone and demeanor. That way, even if they are the ones being unreasonable, you can hold your head high that you did all you could on your part.