I grew up in retail. My first job was at a grocery store then I spent over 10 years working for Pizza Hut. After that, I became a teacher where I have needed to handle customer satisfaction issues with students and parents from time to time. The first lesson of customer service is: never lose your cool. They are there for a reason and you need to take their complaints/needs 100% seriously. Without them there is no system. The measure of an argument’s success with customers is how well you kept your cool and how well you satisfied their complaint. This is simple logic that anyone in teaching or retail needs to remember. If we don’t remember this, no one is happy and that can lead to a breakdown of any company or system.
So what about when the customer is wrong? It’s been said, “The customer is always right.” That’s an illogical statement. What you can say, if you are using absolute statements like “always,” is that the customer is always “the customer.” Sometimes the customer is right and sometimes they are wrong. Being kind as you are realistic about what you can do for the customer should be second nature to anyone dealing with the public. We should never get so set in our ways that we let “gut reactions” cause us to be rude or even yell at them. Let the payoff be that you can celebrate when you’ve kept your cool. It is very gratifying also when you can get to a win/win with the customer, you feeling good because you solved the problem and them feeling good as well. If you ever get a direct complaint from a customer, return their call right away because if they want to talk, they are still open to resolving it with you. It’s not always true but sometimes when they go above your head they aren’t interested in resolution, they want blood (metaphorically). Good luck as you navigate customer service and its conundrums.