Customer Are Always RSS feed:Is the Customer Always Right?

[David Sandusky]

My RSS Feed is dedicated to customer service and Has Just Posted the Following:

The following is guest blog post by Steve Coscia of Coscia Communications, Inc. I first met Steve a few months ago and he shared his thoughts with me on what could change customer service in America. He's a great speaker!
Is the Customer Always Right?
Some customers behave badly and these encounters usually result in a MOMENT OF TRUTH. As a customer service professional, a moment of truth occurs when training and preparation are put to the test. It is a situation when rational thinking, a calm demeanor, and a deliberate response must prevail.
Most importantly, you only get one chance to get it right. If give even a hint of rolling eyes, snippy retaliation, or apathy, then encounters with customers can escalate out of control. Remaining calm is not easy, but it is achievable with practice and application even in the midst of a personal attack.
What causes some customers to behave so badly? It may be that they have been rewarded in the past for their bad behavior with special treatment or immediate service. These customers have learned the cause and effect relationship between their exaggerated behavior and exclusive accommodation.
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