The Eagle Blog

The Disturbing "Other Side" of Customer Service!

I read a disturbing article on the weekend about the rise in abuse by customers. The article focused on the retail and hospitality sectors and told stories of abusive patrons who seem to feel that just because they are paying some money for a product or service then they can treat the employees poorly. Nice!

I have often written about customer service and have taken my shots at the various companies that have, in my estimation fallen short of expectations. I guess this is the other side of the coin … it is hard to expect good customer service if the price for that is abuse!

Why do people feel that it is OK to berate a server? What gives someone the right to scream and shout at an employee of any organization? Why is it that otherwise sane people can “lose it” in the most benign situations? Do these people act like that at home?

I am a firm believer that you should always try to treat people in the way you would want to be treated were the roles reversed. I don’t know anyone who likes to get the abuse, so why dish it out?

I also like the phrase, “You get more with honey than with vinegar”. Its true that you are far more likely to get better service if you are polite, friendly and smiling than if you are abusive. There are many horror stories about what happens to meals in restaurant kitchens when the client is a problem … it doesn’t bear thinking about too much!

One of the points made by this article is that this kind of abuse is rampant and getting worse. The implication for these businesses is not good, but even worse, what kind of society are we creating?

Maybe we can effect change one person at a time … spread the word, its not cool to be abusive, EVER!

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