A while ago I attended a seminar in Toronto where the presenter talked about the value of good customer service in all types of industries. He actually has a background in the restaurant and hospitality industries, so as you can imagine there was a lot of discussion about good and bas service at restaurants, and how to handle complaining customers, even if you are sure they are ‘scamming’ you for free-bees. His solution was across-the-board give in and put out. Give in to their complaints and give them complimentary food, coupons, etc. I have to admit my stomach was unsettled.
Many of us have heard the mantra “The customer is always right.” But my question is, what type of message are we, as a worker, a manager, a company or a society giving when we give in 100% to fraudsters? Does that very act not devalue our company? Does it not encourage people to continue to shout loudly for free stuff? And how do you think your company waitresses, clerks, phone operators etc. feel when they are told they must accept the abuse?
Years ago when I worked for Copelco Capital, a global financial company later taken over by Citibank, I had the dubious honour of working both customer service AND collections! So my phone calls were often dealing with angry or complaining clients. I developed some pretty cool conflict management techniques, which I can share with you another time. But for today I want to tell you about the time a client called and was complaining loudly, swearing, and not listening to my calm appeals to slow down, and to dignify her language.
I advised her to stop swearing, and when she didn’t stop, and wouldn’t listen to a word I was saying, I simply hung up on her! Yes, you heard me, I disconnected the call.
She called the company back, asked for my manager and began to complain about my actions. My manager told her she would investigate promptly, put the client on hold and came over to my cubicle (p.s. I do NOT miss cubicles) to ask me why I had hung up on her. I explained that the client would not calm down and refused to heed my warning about her foul language, so I disconnected the call.
My manager said okay, returned to her desk, took the client off hold, and said “yes the reason why Ric hung up on you is that we do not tolerate aggressive or abusive language here.”
The client was dumb-founded for about 5 seconds, and then immediately began apologizing for her previous behaviour. My manager went on to help her get the problem sorted out peacefully, which any one of us in the customer service department could have done had the client been calmer in the first place.
I did not get a lecture or any punishment. It was understood the company would protect its staff from abuse. I was very proud of my manager that day.
