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APynckel wrote:

Keith B wrote:

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.

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.

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.

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.

I have worked in the IT/communications world for 34 years, and while the customer may not understand what they need, they are still right but with just a different view. It is the job of the sales/support person to help them make sure they understand why what they are trying to do is not maybe the way they should be doing things and then offer them other methods that will be a better way and help them alleviate headaches in the long run. If they don't choose to go with your methods, they are still right, but may just not going down the path you feel is best.

Now, to get back on topic, I am sure the manufacturer will take care of things. As for WalMart, the customer service clerks attitude is a prime example of not following the 'Customer is always right' rule.

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.

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.