It's 4:30 on a Thursday afternoon, and I'm just about to wrap up another week. From a customer service standpoint, this week has been a good one: I've avoided yellers, screamers, sighers and the dreaded criers for the entire week. But alas, as I'm just starting to shut down my office applications, my phone rings. On the other end of the receiver, the least favorite of all the customer service prototypes awaits me: Mrs. "It's the Principle of the Matter".
Now, I suppose I have some principles. Let's see, I never double dip, I only use the F-bomb when the children present are over the age of 12, and I've haven't killed anyone (yet). Those are principles, right? Well, if they are not, someone will probably have to EXPLAIN what these customer service principles are, because I just don't get it.
To me, "It's the Principle of the matter" is the most unoriginal of all the excuses. I also believe it's the most misunderstood. For example, a customer once told me that as a "principle", I should knock $1,000 off the price of a family vacation. His reasoning: He had more children the most vacationers. Huh? As a "principle", was I supposed to introduce him to family planning at some point in his life? My latest "principle" patron felt that I should waive the cost of her rightfully-assessed library fines because HER daughter lost the book. Her reasoning? Well, we have more books, but of course.
Now, come on now, Customers! We servants appreciate some originality in your excuses. The "principle" is trite, misunderstood, and misused, and while your think your big words scare us, they just serve to bore me. I end this post with a big *yawn* to you "Principle" People - no points for creativity because we've heard it before!
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7 comments:
In Principal you should send me a few $100 for supporting this blog, cause I am TheDiva! Nuff Said? I thought so.
Can't wait to see what's to come!
I believe that this blog will shake the customer service industry to its core! Kinda like the dude that ate McDonald's for a month and made a movie about it...
you are so right.
the real issue with customer service is not the service provider, but the customer. it's kinda like the issue of a sore loser vs. a sore winner in sports...customers believe that even though they pay $1 for a cheeseburger, or take out a library book for FREE - they are somehow now royalty and you deserve the opportunity to suck them off for being so...
another issue, i think, is people are led to believe they are smarter than they really are....sitting at home watching law & order and CSI:...they believe that because they watch some completely fake, unrealistic T.V. show that they are some how geniuses and i'd venture guess believe THEY actually solved the case.
truth is, most people are dumb. they can't really comprehend the fact that your service hasn't failed but instead they are the failure.
don't get me wrong, not everyone is like this. probably just around 90% of society (...that's global).
i hate people...but kat is queen!
This is some funny stuff. I too have worked in a customer service filed and let me tell you, the customer is not always right they just assume they are!
Great blog!!!! I have a few stories to share and will do so in the near future!
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