I'm a supervisor for the billing, sales, service, and collections department for an electric provider in Texas.APynckel wrote:Sorry Keith, but when it pertains to IT, the customer is not always right, typically because they are 1000% oblivious (and ignorant) of how computers work, and how hard they are to fix once things get to a point. It also very difficult to explain this to people who just "want something that works", and how browsing those porn sites got them that virus.Keith B wrote:Having that attitude when you are a 'customer service' business is the kiss of death. The attitude should always be that the customer is always right. You may not be able to take care of what are needing, but the customer is always right. If your customer contact people live with that mentality, they will usually be able to find a solution that WILL work for the customer and business both, and everyone goes away happy. Not 100%, but I have seen a good customer representative turn an extremely unreasonable and agitated customer from raving mad to all smiles, all the while selling them the premium product package.APynckel wrote:Sometimes the customer ISN'T always right though. I can cite a number of instances from Geek Squad when the customer was arguing for something, and they didn't get a refund, even after complaining to a manager.
The service agent was doing her job, and doing what she was told. Ammunition is not refundable, because someone could try to pass reloads back to them. Sometimes in customer service, you have to hold your ground, when arguing SOP.
Do you proclaim to a medical doctor that the customer is always right?
In this day of entitlements, I have to 100% argue, that no, the customer is more often 100% wrong.
Believe me, the customer is NOT always right....
On-topic:
I once bought a couple boxes of Tula 9mm from Wal-Mart and was missing seven rounds... Given that I used to work for WM, I kinda figured that they weren't gonna do crap. Tula, on the other hand, bought me another box....