The Customer Is Always Wrong

In every business, one of the most important points to remember when dealing with customers is to always think that “The customer is always right.”

Yet, in the 1983 comedy movie “Working Boys”, one of Joey de Leon’s memorable lines is this:

“We are always right. The customer is always wrong.”

Though it may really sound awkward, after several days of thinking about this line, I think he has got a big point.

Being an e-mail support agent for over two years, six years overall with the shipping company I work with, I always observe how my fellow agents deal with customers through e-mail, chat, and especially over the phone. And most of the time, we cannot avoid dealing with irate customers.

While we truly understand their point of view, the problem with most customers is that they tend to be too emotional and becoming rude just because all that’s in their heads is getting their packages as soon as possible no matter what it takes. Yes, most of the time it is clearly our fault, and we truly appreciate them taking the time to bring their concerns to our attention, because through these complaints, we continually improve the level of customer service.

However, there are some customers who force us to go beyond our procedure just to get what they want. These kinds of irate customers are what Joey de Leon is talking about, and allow me to share some examples.

During the start my shift, I overheard one of our call center agents speaking to a customer regarding a package, which, the online tracking system does not show it has been picked up. During the course of the conversation, the agent repeatedly advised to the customer that an investigation needs to be initiated to further research the shipment. While I cannot hear the other line, but with the way the agent talks with the customer, it is implied that the he keeps butting in and does not want the agent to finish what she was saying. The agent, meanwhile, being a tenured employee with the company, keeps her cool and maintained a professional attitude, yet I already feel she is getting stressed with the customer already, as she said to the customer, in a nice tone, to let her finish what she was saying so that she can provide the necessary resolution to his problem. However, as I was starting to answer e-mails by the time the call ended, I did not manage to notice if the conversation went well or not afterwards.

Not only this happen through calls, it also happens through e-mail. Another example is this customer, who lives in an apartment complex. The problem with her apartment building is that all units do not have a buzzer code, and that there is no building directory (apartment buildings in other countries are similar to that of condominium complexes in the Philippines). As a result, she keeps getting problems in getting her shipments. And the only way to get her package is to have the driver call her through her phone. When I advised her that drivers do not have company-issued mobile phones and are unable to call receivers (due to security reasons, yet they are still able to call customers if the apartment building has an intercom system), she became irate on her reply and insists that her request be granted. As a result, I escalated this matter to the upper level. I do not know what became of her since.

Like those legitimate customers that were irate due to service failure, I still provide quality service to those kinds of upset customers even how they are unaware of the procedures, or even though they might be aware of it, yet they still do not accept it either because of ego or because our competitors provide the service we do not offer. For these situations, we educate them with our procedures so they can be aware of them in the future. However, like the customer who insists a driver phone call, there are still people who demands getting what they want, so it would be better if sometimes the concern be escalated before it gets worse. However, we study and consider every customer’s concerns, so we can modify an existing service, or develop a new one that gives our customers more control.

Nevertheless, I think it is always a great idea if the customer must get to know more about the procedures first before availing the service. I myself admit that I was a rude customer before, though that is in regards to my internet connection, because every summer of the year keep experiencing disconnections from my previous ISP. I became upset due to their denial that I indeed have problems with my connection, and for the numerous delays in dispatching a lineman to my address. Upon switching to a new ISP, I ensure that I am aware of the new ISP’s procedures and guidelines, so that I can be more prepared when potential problems arise, all while still hoping I receive better service, of course.

Getting to know more about the standard operating procedure (SOP) lessens the rage, thus gaining more confidence to have the request facilitated. However, whether it is the fault of the company or not, it would be better if the customers must not let their emotions go with a particular issue because while the company understands their condition and/or situation, they must also think that those in the front line, the call center agents, are also human and they have feelings as well. Besides, every Customer Service Centers take all inquiries and concerns seriously, and are doing their utmost effort to resolve the situation as quickly as possible. If the customer has the right attitude, is aware of the procedures of the service, and with an open mind as well, we assure that we will be able to solve all your problems in minutes.

By then we will truly say the customer and the company are always right.

I, the Pooch, have spoken.