Comments on: The Customer is Always Right, where “right” is predefined by the support department http://philcrissman.com/2006/04/30/the-customer-is-always-right-where-right-is-predefined-by-the-support-department Web Development, startups, entrepreneurship, books, art, and other stuff Thu, 20 Nov 2008 14:06:04 +0000 http://wordpress.org/?v=2.6.3 By: Phil Crissman http://philcrissman.com/2006/04/30/the-customer-is-always-right-where-right-is-predefined-by-the-support-department#comment-842 Phil Crissman Sun, 14 May 2006 18:19:06 +0000 http://www.philcrissman.com/2006/04/30/the-customer-is-always-right-where-right-is-predefined-by-the-support-department/#comment-842 That's a great point; every time I've worked in a customer service environment, I've seen the same thing. When a call/issue gets escalated to a manager, invariably the manager will give the customer what they are asking for. Like you say, it just makes sense to empower the front-line associate to do what needs to be done. Thanks for the comment! That’s a great point; every time I’ve worked in a customer service environment, I’ve seen the same thing. When a call/issue gets escalated to a manager, invariably the manager will give the customer what they are asking for.

Like you say, it just makes sense to empower the front-line associate to do what needs to be done.

Thanks for the comment!

]]> By: Maria Palma http://philcrissman.com/2006/04/30/the-customer-is-always-right-where-right-is-predefined-by-the-support-department#comment-841 Maria Palma Sun, 14 May 2006 06:57:46 +0000 http://www.philcrissman.com/2006/04/30/the-customer-is-always-right-where-right-is-predefined-by-the-support-department/#comment-841 I used to work for Nordstrom and I loved that they empowered us to make the decisions in all our dealings with customers. It didn't make sense for us to go to our managers regarding a situation with a customer because most of the time the manager would give the customer what they wanted anyways! I used to work for Nordstrom and I loved that they empowered us to make the decisions in all our dealings with customers. It didn’t make sense for us to go to our managers regarding a situation with a customer because most of the time the manager would give the customer what they wanted anyways!

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