Brought to you by my discovery that some people think that “the customer is always right” isn’t the slogan of a long-dead department store, but rather it’s an actual call the cops law.
Brought to you by my discovery that some people think that “the customer is always right” isn’t the slogan of a long-dead department store, but rather it’s an actual call the cops law.
One thing I learned from working in customer service is the amount of people that have a lawyer on retainer. Better be careful!
We developed a very effective strategy for this at a furniture store I used to work at; the moment the customer makes any suggestion of legal action, all our employees were trained to immediately say “I understand. Have a good day” and end the conversation on the spot. The unhappy customer immediately tries to press the issue, because what they want is for us to magically teleport a couch here from China or whatever, and at that point the employee says “I’m sorry but as you’ve notified us that this issue is now the subject of a pending legal action any further communication will have to go though our legal team.”
Repeating this a couple more times would inevitably lead to the customer admitting that they were bluffing.
This is my favorite thing to do.
Second lawyer is mentioned, shut down all communication and offer only “Due to your pending litigation, Please direct all correspondence to our lawyers as we are not authorized to discuss legal matters.”
I’d hate to work directly with customers, but pulling the rug from under idiots sound really satisfying.
Is the number close to zero?