Expectations Do Not Equal Entitlement!
Over the last 45 years in business, I have seen a wide range of customer demands. From the person with a huge problem that wanted nothing to the person with the minor issue who demanded the world and then some. The truth is, in some circumstances people are deserving of some kind of settlement or resolution. this is only fair. But these situations do not give the customer the right to expect that their every wish is going to be granted.
Advertising and lawyers today have contributed to the feeling that everyone should receive compensation whenever something doesn’t go perfectly. that is a bunch of nonsense. People should be treated fairly and businesses should stand by their products whenever they fail or are defective. As far as compensation is concerned, that is another matter.
There is a difference between the man who suffers severe injuries when his car malfunctions and he gets in an accident and the customer who purchases a loaf of bread that turn out to be stale. The man with all the injuries should be compensated while the guy with the bread should get another loaf of frsh bread and nothing else.
this is exactly the reason that Customer Service Training teaches that we should have policies and procedures to handle these types of situations. We shold be able to “spell out” what customers are entitled to and also be able to make exceptions when the situation airses. That is only fair.
Some lawyer might suggest that the guy with the stale bread suffered inconvenience and lost time going to the store a second time and technically he would be right. But there is a difference between a known defect and an honest mistake.
Just because a customer demands something does not mean you should give it to them. Make an informed decision based on all the factors and be fair. At the minimum, adhere to established policies and practices and treat everyone the same way when justified.
If you can accomplish that, you will be well on your way to creating a more stable customer relationship.
The Customer Service Training Institute
http://www.infowhse.com
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