Here’s a couple of articles about customer service from last week that made me sit up and take notice. Do these articles make you think of anyone you know? Should you do something about it?
Larry Galler takes a critical look at companies who employ grumps in customer service roles. His suggestion? Don’t hire a grump to deliver great customer service.
How often have you had to endure the ordeal of being served by a grump? It’s the wrong person in the wrong job. It makes one wonder how that person got hired for that job, who trained them, and whether the company really cares about having happy customers.
Seth Godin has an unusual suggestion for difficult customers - fire them.
If you treat a customer like he’s wrong, he’s going to leave, and probably tell a bunch of other people. Before you take that route, be direct, straightforward, polite and firm, and decline to sell to them.