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WSimons wrote:

APynckel wrote:

Keith B wrote:

APynckel wrote:Sometimes the customer ISN'T always right though. I can cite a number of instances from Geek Squad when the customer was arguing for something, and they didn't get a refund, even after complaining to a manager.

The service agent was doing her job, and doing what she was told. Ammunition is not refundable, because someone could try to pass reloads back to them. Sometimes in customer service, you have to hold your ground, when arguing SOP.

Having that attitude when you are a 'customer service' business is the kiss of death. The attitude should always be that the customer is always right. You may not be able to take care of what are needing, but the customer is always right. If your customer contact people live with that mentality, they will usually be able to find a solution that WILL work for the customer and business both, and everyone goes away happy. Not 100%, but I have seen a good customer representative turn an extremely unreasonable and agitated customer from raving mad to all smiles, all the while selling them the premium product package.

Sorry Keith, but when it pertains to IT, the customer is not always right, typically because they are 1000% oblivious (and ignorant) of how computers work, and how hard they are to fix once things get to a point. It also very difficult to explain this to people who just "want something that works", and how browsing those porn sites got them that virus.

Do you proclaim to a medical doctor that the customer is always right?

In this day of entitlements, I have to 100% argue, that no, the customer is more often 100% wrong.

I'm a supervisor for the billing, sales, service, and collections department for an electric provider in Texas.
Believe me, the customer is NOT always right....

On-topic:
I once bought a couple boxes of Tula 9mm from Wal-Mart and was missing seven rounds... Given that I used to work for WM, I kinda figured that they weren't gonna do crap. Tula, on the other hand, bought me another box....

Another advocate for the customer being WRONG at times, totally off their rocker others...at my company we always try to please the customer within reason. If unreasonable nothing will please them and you just have to let them vent at times.

Thank you for all the on topic replies.

As for the rest, maybe a thread in the off topic section is in order for more in-depth discussion on wether or not the customer is right.

In this case, the customer was right and the company did good by me.

solaritx wrote: Good luck. Basically I have found that it's a mute point for most.

Garry N

moot.....just saying.....

Here's my Wal Mart story:

Several months ago I bought a collage type picture frame along with several other items at my local Wal Mart. Several hours after I got home I realized I didn't have the picture frame. I figured I left it in the shopping cart as I loaded the rest of the stuff I bought into my vehicle. I took my receipt and went back to the store and to the customer service desk hoping the picture frame would have returned there. Of course it wasn't, but the girl behind the counter told me "Go get another one and bring it here, we'll handle it". I explained it was my fault, that I had left it in the cart, she said "No problem". Five minutes later I was walking out with another frame at no cost to me.

rm9792 wrote:

solaritx wrote: Good luck. Basically I have found that it's a mute point for most.

Garry N

moot.....just saying.....

You wouldn't be saying anything if you were mute.

I guess if they arent saying it, it would be mute.

Exactamente!