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Why ‘The Customer Is Always Right’ Is Wrong And Needs To Change ASAP
I currently live, and used to work in Corporate America in perhaps the most customer service demanding state, New York.
If you’re a New Yorker you live and breathe by the phrase ‘time is money’ and are constantly counting your day in ‘New York minutes’. You’re also constantly trying to meet the ridiculous demands of customers and the ever increasing standards and deadlines that your manager gives you. It’s a very stressful environment and perhaps the reason why only so many people are able to make it here. Funny though, once people have ‘paid their dues’ and decide to retire, the vast majority chose to leave the state. Hmm, I wonder why.
If you’ve worked anywhere in the 5 boroughs and/or Long Island you know that as an employee who provides customer service support, there’s no other option but to deliver an amazing customer experience. Except it’s almost impossible.
In my limited experience, having worked at least 5 years in the field of customer service, I have noticed one thing in common; many companies are always making promises they can’t keep and once the customer comes face to face with that reality the backlash is always directed towards the customer service reps. No wonder when I call my credit card company the person on the other line sounds so dang depressed. He or…
