{She Said} Deep Thoughts on Customer Service

I did a book study at work recently of the book “Be Our Guest” which is about Disney’s customer service. This brought back a wave of knowledge I trained people on regularly when I worked in Marketing so here are a few gems for those ofyou out there that could use them (which is everyone because we all have customers in some form or fashion-even if they are your spouse, friends, kids, etc).

1. The old adage of “the customer is always right” is wrong. The customer is just always the customer and it is your job to serve them the best you can.

2. When people are upset, they usually just want to be heard. So listen completely before you chime in. It will be better for all involved.

3. People are 8 out of 10 times going to remember a bad experience for an extended period of time. They are 2 out of 10 times going to remember a good experience. The odds are against you so you better increase the number of good experiences.

4. Getting upset about someone else being upset with you is ridiculous. Avoid at all costs.

5. Despite what most people think, a rude behavior does not give permission for you to produce rude behavior. Your response being rude is just as bad as if the initial rude behavior had not occurred. Always respond respectfully.