Re: Another lousy Borland experience

In article <44cbcd2f@xxxxxxxxxxxxxxxxxxxxxx>, bounce_mail@xxxxxxxxxxxxxx
says...

2. The saying "the customer is always right" just doesn't apply when
the customer is rude.

Unfortunately this attitude doesn't work from a successful customer
service point of view.

If a customer is rude then 99% of the time you have done something to
cause them to be rude - even if that "something" was not something that
most people would get rude about, if it is the way that that one
customer reacts, then you have to deal with that customer in a way that
will lead to a positive conclusion.


The old saw goes:

1. The customer is always right.
2. If the customer is wrong, refer to Rule 1.


1 unhappy customer whose complaint is handled to their satisfaction is
worth more than 100 customers who never had to make a complaint in the
first place.

100 happy customers won't go round telling the story of the happy non-
event.

But that 1 customer who was hacked off but who had their complaint
handled and their grievance addressed will delight in telling anyone who
will listen about the way they managed to get a result in their favour -
more so if they realise that they didn't have a valid complaint in the
first place after all.

But if you turn your back on that customer either because they are wrong
or rude to you, all they will do is bad-mouth your organisation, and
they won't be mentioning the bit where they realised they were wrong or
were offensive to your customer service staff.


+0.02
--
Jolyon Smith
.

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