Monday, March 31, 2008
The Customer is NOT Always Right? Duh.
The customer is not always right?: or siding with your employees more might actually result in better customer service. Interestingly, this post drew over 250 comments after it was mentioned in the NYT. Alexander Kjerulf, of PositiveSharing Again, the question to ask might be "what's reasonable here"? and "how can this be made exceptional?" The example given in the piece is that one customer of southwest airlines complained about everything. When bumped up to the CEO, he said "Goodbye, we shall miss you". Perhaps, "I've called my friend over at Virgin Airlines, and they would be delighted to take your business, and as a parting gesture, we have transferred all your travel miles to Virgin so you can get off to a flying start". Might seem counter-intuitive, but I bet that word would have went around.