The Customer Service Survey
VocaLabs' weblog providing news and commentary on the challenges of providing good customer service.
Customers Need Limits
Wednesday - June 28, 2006 09:50 AM in
Anonymous Cog, a call center blogger, writes about customers who need limits.
There will always be a subgroup of customers who demand far more time and attention than they deserve, to the detriment of all the other customers who don't get served. AC relates two such stories, one about a customer who made a mistake in his stock trading, and another where AC made a mistake. In both cases, the customers got upset and demanded extra attention.
In the first case, the customer who made a mistake clearly doesn't deserve any special treatment. Indeed, customers who insist on special treatment despite their own screw-ups probably should be fired.
But in the second case, when the company makes a mistake, the customer is right to expect the company to go the extra mile. In the case of stock trading, where a 20-minute delay can be the difference between profit and loss, the company may even be expected to make up the difference if the customer lost money because of a screw-up.
Posted by Peter Leppik
In the first case, the customer who made a mistake clearly doesn't deserve any special treatment. Indeed, customers who insist on special treatment despite their own screw-ups probably should be fired.
But in the second case, when the company makes a mistake, the customer is right to expect the company to go the extra mile. In the case of stock trading, where a 20-minute delay can be the difference between profit and loss, the company may even be expected to make up the difference if the customer lost money because of a screw-up.
Posted by Peter Leppik
Posted at 09:50 AM by | | | |