Are Customers Partly Responsible For Lousy Service? |
It's easy to blame customers for their misfortunes, and companies try this ruse all the time. Bought something that didn''t work as advertised? It''s your fault. If you knew what you were doing you wouldn''t have purchased it in the first place. Did the product injure you? You misused it. You failed to follow directions. You were careless. Want your money back? You just have a bad case of sour grapes, buyer''s remorse. You never intended to honor your commitment, anyway. Customers that meekly accept these irrational excuses and bullying tactics inadvertently lower the standards of service for everyone else, says this CNBC expert commentator, top speaker, and best-selling author of 12 books, including MONITORING, MEASURING & MANAGING CUSTOMER SERVICE.
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