Customer Righteouness

The customer always thinks he or she is right, and that is all that matters in the customer service business. If we want to keep customers coming back, we must treat that perception as reality.

Most customers are great. They are friendly, understanding and tolerant. They are also knowledgeable, demanding, conscious of the value of their time, and high expectations for quality of products and services. You as a service providers should never take them for granted. They are the ones who make your jobs rich, rewarding, and, hopefully, profitable. On the other hand, even when customers are wrong, you must respect their perception.

Why do customers get angry in the first place? Put yourself in their place. You are, after all, a customer too! What makes you angry or upset? Chances are the same things that press your hot button have the same effect on your customers.

Some reasons why customers get angry in the first place:

1. Customer did not get what was expected- it is just like when you expect a lot of actions scene in a movie but when you watch it, there was only a few. You will feel disappointed cause the movie did not match your expectations.
2. Someone was rude- nothing can make a customer angry more quickly than rudeness. Many times the customer is perceiving, not receiving, rude treatment. Again, it's perception.
3. Someone was indifferent- have you ever asked a question of a service provider and been greeted with, " I don't know, I just work here," or "That's our policy." Words, actions, and attitude of frontline service people frequently communicate a "can't do, can't help you" message to customers. The solution? Make sure your associates feel like a part of the team and give them the authority and support to make a difference with customers.
4. No one listened- when customers are giving feedbacks to your organization, read or listen carefully with empathy, then do something with the feedback.

Most of us are pretty good at dealing with customers when they are rational, reasonable, and logical because we can analyse situations, provide facts, and give information and technical answers.