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APynckel wrote:Sometimes the customer ISN'T always right though. I can cite a number of instances from Geek Squad when the customer was arguing for something, and they didn't get a refund, even after complaining to a manager.

The service agent was doing her job, and doing what she was told. Ammunition is not refundable, because someone could try to pass reloads back to them. Sometimes in customer service, you have to hold your ground, when arguing SOP.

Having that attitude when you are a 'customer service' business is the kiss of death. The attitude should always be that the customer is always right. You may not be able to take care of what are needing, but the customer is always right. If your customer contact people live with that mentality, they will usually be able to find a solution that WILL work for the customer and business both, and everyone goes away happy. Not 100%, but I have seen a good customer representative turn an extremely unreasonable and agitated customer from raving mad to all smiles, all the while selling them the premium product package.

APynckel wrote:Sometimes the customer ISN'T always right though. I can cite a number of instances from Geek Squad when the customer was arguing for something, and they didn't get a refund, even after complaining to a manager.

The service agent was doing her job, and doing what she was told. Ammunition is not refundable, because someone could try to pass reloads back to them. Sometimes in customer service, you have to hold your ground, when arguing SOP.

Correct. but I wasn't returning anything. The "returning" of the ammo and "repurchasing" of the ammo was all on paper. The ammo was sitting safe and sound at my house. All they did in a nut shell was refund my entire purchase, then re-ring up up at the correct price, then gave me back the difference which was $4.33.

My point was with the cashier. It requried a little bit of outside the box thinking and with her it was black and white, and the fact that she basically said too bad, you pay what the register says not what the price sticker says. The cashier had a rotten attitude the whole time, and when the manager approved it, the cashier walked away and said she was taking a break, another cashier had to help me.

Keith B wrote:

APynckel wrote:Sometimes the customer ISN'T always right though. I can cite a number of instances from Geek Squad when the customer was arguing for something, and they didn't get a refund, even after complaining to a manager.

The service agent was doing her job, and doing what she was told. Ammunition is not refundable, because someone could try to pass reloads back to them. Sometimes in customer service, you have to hold your ground, when arguing SOP.

Having that attitude when you are a 'customer service' business is the kiss of death. The attitude should always be that the customer is always right. You may not be able to take care of what are needing, but the customer is always right. If your customer contact people live with that mentality, they will usually be able to find a solution that WILL work for the customer and business both, and everyone goes away happy. Not 100%, but I have seen a good customer representative turn an extremely unreasonable and agitated customer from raving mad to all smiles, all the while selling them the premium product package.

Sorry Keith, but when it pertains to IT, the customer is not always right, typically because they are 1000% oblivious (and ignorant) of how computers work, and how hard they are to fix once things get to a point. It also very difficult to explain this to people who just "want something that works", and how browsing those porn sites got them that virus.

Do you proclaim to a medical doctor that the customer is always right?

In this day of entitlements, I have to 100% argue, that no, the customer is more often 100% wrong.

APynckel wrote:

Keith B wrote:

APynckel wrote:Sometimes the customer ISN'T always right though. I can cite a number of instances from Geek Squad when the customer was arguing for something, and they didn't get a refund, even after complaining to a manager.

The service agent was doing her job, and doing what she was told. Ammunition is not refundable, because someone could try to pass reloads back to them. Sometimes in customer service, you have to hold your ground, when arguing SOP.

Having that attitude when you are a 'customer service' business is the kiss of death. The attitude should always be that the customer is always right. You may not be able to take care of what are needing, but the customer is always right. If your customer contact people live with that mentality, they will usually be able to find a solution that WILL work for the customer and business both, and everyone goes away happy. Not 100%, but I have seen a good customer representative turn an extremely unreasonable and agitated customer from raving mad to all smiles, all the while selling them the premium product package.

Sorry Keith, but when it pertains to IT, the customer is not always right, typically because they are 1000% oblivious (and ignorant) of how computers work, and how hard they are to fix once things get to a point. It also very difficult to explain this to people who just "want something that works", and how browsing those porn sites got them that virus.

Do you proclaim to a medical doctor that the customer is always right?

In this day of entitlements, I have to 100% argue, that no, the customer is more often 100% wrong.

I have worked in the IT/communications world for 34 years, and while the customer may not understand what they need, they are still right but with just a different view. It is the job of the sales/support person to help them make sure they understand why what they are trying to do is not maybe the way they should be doing things and then offer them other methods that will be a better way and help them alleviate headaches in the long run. If they don't choose to go with your methods, they are still right, but may just not going down the path you feel is best.

Now, to get back on topic, I am sure the manufacturer will take care of things. As for WalMart, the customer service clerks attitude is a prime example of not following the 'Customer is always right' rule.

Some businesses compete on customer service. Some compete on price. Overlap is rare.

APynckel wrote:Sometimes the customer ISN'T always right though.

That was one of the things I loved about being a police officer. It is the only job I know of where the customer is always wrong.

srothstein wrote:

APynckel wrote:Sometimes the customer ISN'T always right though.

That was one of the things I loved about being a police officer. It is the only job I know of where the customer is always wrong.

I can't imagine why there is a such a negative sentiment towards so many LEOs. I hope you were joking with this statement.

TheGasMan wrote:

srothstein wrote:

APynckel wrote:Sometimes the customer ISN'T always right though.

That was one of the things I loved about being a police officer. It is the only job I know of where the customer is always wrong.

I can't imagine why there is a such a negative sentiment towards so many LEOs. I hope you were joking with this statement.

No joke. I cannot count the amount of times when I knew the law better than the enforcer of said law.

Makes me cringe sometimes more than who we allow to have drivers licenses in this state.

Reply from Federal:

We appreciate you taking the time to contact us and give us feedback on our products as we use customer feedback to improve our products.

Please accept our sincere apology for the aggravation that this matter caused you. The round with the missing primer that you encountered is not typical of our quality and standards, and we do appreciate you letting us know about your experience.

Since we at Federal Cartridge Company do value you as a customer, we would like to compensate you for your frustration. We will be sending a check for $3 as compensation for the round with the missing primer.

Again, thank you for bringing this matter to our attention. If we can be of further assistance to you , please feel free to contact us.

Federal Premium
Product Service Dept.

magillapd wrote:We will be sending a check for $3 as compensation for the round with the missing primer.

Well, you'd have to say that is fair compensation.

Jumping Frog wrote:

magillapd wrote:We will be sending a check for $3 as compensation for the round with the missing primer.

Well, you'd have to say that is fair compensation.

Yes, it is. I was wondering if they were just gonna mail me a replacement round!

TheGasMan wrote:

srothstein wrote:

APynckel wrote:Sometimes the customer ISN'T always right though.

That was one of the things I loved about being a police officer. It is the only job I know of where the customer is always wrong.

I can't imagine why there is a such a negative sentiment towards so many LEOs. I hope you were joking with this statement.

Yep, the jester shows I was joking. When I was teaching officers, we would stress that the standards for good customer service would help improve relations and save them from complaints. Even if the customer was being arrested there is no reason to call him names, insult him, handle him roughly, etc. But if the customer was being arrested, it did mean he had been wrong.

And no, not every customer gets arrested. Victims and witnesses are also customers. But reminding officers that their customers can be wrong helps get them to start thinking in terms of customer service and treating people properly.

APynckel wrote:Sorry Keith, but when it pertains to IT, the customer is not always right, typically because they are 1000% oblivious (and ignorant) of how computers work,

1000% is mathematically impossible in this instance.

alexrex20 wrote:

APynckel wrote:Sorry Keith, but when it pertains to IT, the customer is not always right, typically because they are 1000% oblivious (and ignorant) of how computers work,

1000% is mathematically impossible in this instance.

APynckel wrote:

Keith B wrote:

APynckel wrote:Sometimes the customer ISN'T always right though. I can cite a number of instances from Geek Squad when the customer was arguing for something, and they didn't get a refund, even after complaining to a manager.

The service agent was doing her job, and doing what she was told. Ammunition is not refundable, because someone could try to pass reloads back to them. Sometimes in customer service, you have to hold your ground, when arguing SOP.

Having that attitude when you are a 'customer service' business is the kiss of death. The attitude should always be that the customer is always right. You may not be able to take care of what are needing, but the customer is always right. If your customer contact people live with that mentality, they will usually be able to find a solution that WILL work for the customer and business both, and everyone goes away happy. Not 100%, but I have seen a good customer representative turn an extremely unreasonable and agitated customer from raving mad to all smiles, all the while selling them the premium product package.

Sorry Keith, but when it pertains to IT, the customer is not always right, typically because they are 1000% oblivious (and ignorant) of how computers work, and how hard they are to fix once things get to a point. It also very difficult to explain this to people who just "want something that works", and how browsing those porn sites got them that virus.

Do you proclaim to a medical doctor that the customer is always right?

In this day of entitlements, I have to 100% argue, that no, the customer is more often 100% wrong.

I'm a supervisor for the billing, sales, service, and collections department for an electric provider in Texas.
Believe me, the customer is NOT always right....

On-topic:
I once bought a couple boxes of Tula 9mm from Wal-Mart and was missing seven rounds... Given that I used to work for WM, I kinda figured that they weren't gonna do crap. Tula, on the other hand, bought me another box....