So You Want To Be A Video Editor: Or The Client Is Always Right, Even When He Is Wrong
If the conversation gets stuck there are a few questions to have in your back pocket :. After you get the feedback, decide what feedback to incorporate. Even after running the table read you may want the person recording the script to review it as well. Ask them to read it out loud. They may find parts of the script to be a mouthful. As they read it out loud make adjustments on emphasis and word choices if needed.
Whether you make a YouTube video , an instructional video , or another type of video, a good script will save you from many problems. Most of all, it will keep you on track and make your message clear. And that may be just enough to keep you afloat. I play a lot of golf and watch a lot of football. Skip to content. Welcome to the TechSmith Blog Tips, trends, and strategies to help you share your expertise with visuals and video. But it takes two hands to clap, i hope that both customers and customer service officers could make the effort as well.
The nurse again. Finally, someone is on our side! What would the father do then? The idiom was created in the first place because customer service was universally bad at that time. Companies picked up on it because it gave them a competitive advantage. It seems that the pendulum is swinging back to another equilibrium point — that is, until people get fed up with bad service again, and service once again becomes a competitive advantage.
His M. Vendors, unfortunately, are not so quick to do that for obvious reasons. He gets off sending emails detailing how I could do my job better. He has been rude to a really nice Customer Service lady that helps me on the inside. He insisted that my company fly in product he wanted from Japan at our expense, of course to meet a very short deadline, only to cancel the order after the product he wanted was already en-route. My supervisors have been kept copied on all emails and call details with regard to this person. Many of them have left the building humiliated and angry because of this man.
The customer is always right? Those that uphold this ridiculous maxim, I submit, are the same ones that would abuse it for their selfish purposes. I work as a materials estimator for a medium-sized building supply company. Everyday I am dealing with customers who want to do their building on the cheap, thus sacrificing quality and safety for the sake of dollars. I refuse to put my name on something I know will be unsafe or unsatisfactory.
Doing this in the past when I was far more inexperienced cost the company time and money, voiding the initial benefit of the sale by a mile. Working in any customer-related industry, there is a desire to keep customers satisfied. I often have to remind customers that we are in business to make money first and make people happy second.
When a customer walks into my office, I view our relationship as a mutually benefical one: he has something we want money , we have something he wants materials. I am confident that I can service the customer better than our competitors and that is why I feel the customer has chosen to work with me, rather than someone else. But by sticking to my ethics and not just simply heaping platitudes upon the customer and then selling him whatever he wants, I feel that I am giving him the best customer service for what he is spending.
This is a great post. Now, of course we as business owners can also be wrong, sometimes we are at fault when customers get upset. I find the customers that return things, for the most part, are the most difficult ones and cause my company to lose money. Rather than offering free return shipping and other incentives to convince them to buy, I do the opposite. This page has been a breath of fresh air. I have worked at Dairy Queen and a local bank here as a Client Service Representative, and I can tell you I have lost hairs and my health in this stupid client services business.
People are totally unreasonable, iodiotic and seems to me that they come from another world. I am trying desperatley to get out and get a job somwehere else, where there will be not much requirements for client services. If I have had it, enough is enough. Seems to me that people find anything to complain about. There was one customer who had been special ordering a certain hard to find dog food from our store.
After I was hired I was placed in charge of the responsibility of ordering her food. She expected us to always have the food in stock, but no hold it for two long. She expected it to be placed onto a cart from the back room, loaded into our car, and rung out while she stood by the door. This is not very available dog food. Regardless of the fact that I had a months worth paperwork detailing the 3 orders, transfer requests, and estimated delivery dates for her dog food she decided to call the company headquatrers and complain about me.
I was enraged because there was nothing I could of done besides drive to miles round trip to get her dog food. Apparently that was the appropriate thing to do. So I gathered up the products margins, estimated delivery costs based on national transportation averages, gas prices, etc, time spent ordering and preparing her order and even with conservative estimates found that Petco was actually losing money with her transactions. My attitude and customer service was never the same. I worked as a floor support technician in a certain large entertainment company cannot reveal any more info other than that!
There were clear layers of customer support escalation from 1st level, 2nd level, dept management, on up. We lower-level employee techs were pretty-much dictated to by our immediate managers about TCIAR for the other floor employees we provide technical service to. We floor technicians handled every technical service call from customers coming our way.
If a VIP needed any sort of attention or hand-holding for a technical issue, though, we had to drop any other service we were performing for the company and RUN to do the VIPs bidding. Management would often not listen to such customers until their service issues were more forcefully emphasised. Yes, its true! Note that there are other large institutions already noted by other commentators above that practice the same attitude. I worked at Wal-Mart, in the sporting goods department, while in school. One day a customer called in about a certain shotgun wanting to know the price.
Within an hour he was standing in front of me ready to pay for the gun. Only when I removed it from the cabinet did I discover the tag was twisted around another. In fact almost double. The manager agreed with me, but had to take it up the chain to the district manager. The district manager made the decision that I was at fault and the customer should have the gun at half the regular retail price.
I was demoted. Then, I left the company with no more respect for it. Great post. This is real fact. I always buy pampers nappies and have done for 4 years now but i was discusted when i bought a box as usual from my local morrisons store only to open the box to use one an find that most of the nappies were stuck together in the wrong shape, they were size 4 an a box of 88 and only 51 of them was i able to use.
A customer is NOT just someone who shows up to spend money at your place of business. Had a weird day a work today. We blame it on the full moon. Just one day a month, all of you choosing the same day. Not one penny spent, not even lunch or coffee or a pack of gum. Buy what you want, but pick it up from a place you know is friendly and respectful to you and to their employees.
Most likely a small, local business Remember, you are also customers, and hey! Having said that, most of our clients are lovely, intelligent, reasonable people. A very few, on the other hand, are obviously very unhappy campers. Miserable, selfish, illogical, mean, overbearing, and just plain wrong, wrong, wrong.
Then I stick to my guns. And customer service is part of my job. In my 35 years of employment, I can only think of two bosses who actually backed up their front line people when the client clearly had unreasonable expectations. BUT never where the customer could hear. Those two bosses treated us with respect. The issue would later be reviewed, discussed, and possible alternatives were offered. And there was no threat of firing. I think we would have died for those two guys.
One was a paint company, so disposal of perfectly good product cost a fortune in expensive, specialized chemical waste treatment. Another went bankrupt because of it. The ex-employees all found work elsewhere or created their own, and we get together once in a while to laugh at the stupidity of middle and upper management. We tell a lot of dumb boss jokes. We think of them with the same contempt and disrespect we were subjected to, when we think of them at all, then we have another beer and go home.
It was a policy that the founder of Nordstroms came up with when he opened his first store in Seattle, WA……in In particular, Americans abuse people in the service industry, because they incorrectly believe they are above reproach. Employees should come first. Very interesting posts.
I was in the furniture business for almost 20 years, working for a total of 3 companies in that time. I have done everything from cleaning bathrooms to general manager. There was a lot of truth to that statement, even though it was usually said in jest. Rude and abusive customers were intentionaly given the very minimum service, if any at all. It allowed us the time, energy and MONEY to go above and beyond the call of duty for those that deserved it.
I averaged about two calls a year to the police to remove unruly customers. The ones remaining in the store were more than appreciative to see the abuser get the boot. Also, as a manager in an industry that has a tremendously high employee turnover rate, I lost a total of three employees during a ten year period. One was fired for cause. One left to become a full time Mom after the birth of her second child.
The third moved out of state. Because we treated our employees the way we wanted to be treated…with respect and civility. We demanded the same from anyone wanting to do business with us. We rarely delivered on Saturdays, but usually did before most holidays to do our best to get things delivered on time for the occasion. A winter storm had dumped three feet of snow overnight and was going to continue throughout Saturday. Before we opened, I called everyone on the delivery schedule to tell them we would do our best to make it if conditions allowed, but I could not make any promises.
One customer re-scheduled and the rest politely accepted the attempt at delivery, knowing we might not make it. The store became very busy throuout the day, despite the weather. Early deliveries were made okay, but as the day ensued, the conditions worsened. I offered my drivers the option to cancel. They declined and kept plugging away.
I called each customer on the schedule with an update as the guys made their slow progress. At 4pm, we had only two deliveries left when our truck became stranded in the snow. The first customer understood. Then I called the last customer. Mind you, my store was busy and I had to conduct these calls from the counter in full view of of our customers. The last customer waiting for delivery blew up at me. Fine, I always let someone blow off steam for three to five minutes. This went back and forth, on and on to the point that customers had stopped their shopping to listen in.
After about ten minutes of this I put her on speakerphone so they could hear her tirade. I had to go back to the handset when she began throwing the f-bomb every third or fourth word. I immediately told her our business relationship had ended. I would not allow her to talk to my employees the way she had talked to me. I was mailing her a refund check for her deposit and she would be arrested for trespassing if she came into our store.
Thern I hung up. The store exploded into applause! For two weeks afterwards, the owner recieved calls and letters about how happy they were to see abusive and rude conduct NOT be rewarded. The end result made it all worthwhile. After they left, he again called me with another apology and his appreciation of my guys efforts and professionalism.
The only thing that would have been better is if that 2nd call had come from HER. Treat your employees like crap and they will get you back ten times over. Treat them like gold and theyll do handstands for you and your customers. Civility, like freedom must be defended. The way you handled the abusive customer was something any manager should learn and embrace. Sometimes in this world you have to demand respect from people that have no idea what it is. I work for a direct selling company as a technical support analyst, in our company no matter what these consultants or customers are always right no matter how much disrespect they have for the people who are trying to help them.
This has made me despise my job to the point where I am looking for other opportunities whether that means relocation or not. I believe your power is in your people and agree with all that was said in this article. I believe in everything said in this article. I work for a direct selling company who believes that the customer or consultant is always right regardless of how badly they treat those of us trying to help them I am a technical support analyst. This has made me hate my job so much I am looking for employment elsewhere even if it means relocation. A good service company should be able to deal with almost any customer.
It sounds like you are advocating that the employees should be picking and choosing the customers…….. The old saying that the customer is always right is true…….. D, Gallo…you missed my point. We never failed the attempt at selling difficult customers. Quite the contrary, we were very good at it.
However, there is a BIG difference between a difficult customer and an abusive one. Just as much as there is a big difference between a difficult spouse and an abusive one. Our staff was able and eager to sell everyone, secure in the knowledge that the one or two people a year that became abusive would be shown the door. We just empowered the staff to come to us about situations that were detrimental to the staff and the other customers in the store. Would you tell your daughter to remain in an abusive relationship? It should NOT be a requirement of employment to put up with that.
And, quite frankly, the cutomers that would observe such situations were always quick to thank us for dealing with said behavior. The customer is NOT always right. The challenge is to have the courage to speak up when the customer is wrong. There is an exception to every rule. Learning how to deal with difficult customers, and how to diffuse and handle sometimes difficult situations that arise is important.
I have seen irate and sometimes irrational thinking customers brought around to become satisfied and long term customers. It is important to protect employees but, hopefully it is the exception……. I have seen many times when the customer service person helps to push a customer toward a negative encounter…. Alternatley a well trained and happy customer service person can and should steer the customer away from confrontational behavior…….
Gallo: Agreed. Successfully turning a difficult customer into a sale is the ultimate challenge in retail. Competing against other retailers is easy. Competing with perceived negatives is truly the crux of successful selling. Well said, D. I worked in customer service in a large telco, we had to obey the privacy laws of the country which prevent disclosure of information to anyone but the person themselves or certain government authorities the police basically.
Well the customer was right and I was formally reprimanded and told that another instance like that and I would be sacked. She was wonderful at trying to maintain both relationships. I try to treat people with respect, hear them out, address their issues if I can. But I am their equal, not their servant, regardless of how much of my income they provide. I recognize customers have the RIGHT to try to get what they want, they just might not end up getting it from me.
Who knows…. Provide details of how you would sell a product to a customer from start to finish??? Thank you SO much for this. Since the customer rest rooms are clearly marked and nearby, I thought the customer was confused and escorted her to the bathroom. She took exception, sent my boss a rambling, confused letter and threatened to go to the local paper to complain about her treatment.
I do believe the poor creature is senile since she mentioned in her letter that Jesus told her to take this up as a cause. I feel unsupported and could have told her there was nothing we could have done for this poor lady to make her feel better. I have been told absolutely and completely different versions of company policy by each and every different person who answered the phone at the same company.
Part of the cost of whatever the product or service is decent to excellent customer service. That is not how consumers think.
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I have done fast food, retail and bartending for many years. I have done childcare where you have to smile and say nice things to parents of horrid little monsters. When I grew weary of it, I moved on. She hung up on me. All was well. Last but not least, I also notice when I receive outstanding CS. I call to commend good CS, I refer, I fill out the praise cards and I joke around with the really helpful and friendly ones. As someone who comes across tales of customer misconduct on a daily basis, I definitely agree with your article.
Painting customers a single color and expecting to service all of them is foolish, both to the bottom line and for morale. Customers are obviously human, but so are the humans that run the businesses that service them.http://pulitalygroup.it/includes/431/fubyt-come-controllare.php
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Fail to address the human factor on both sides of the coin , and the business itself will suffer. I cannot but smile at this article , the Great Chef who teach me the trade some 40 years ago once told a very deamnding customer with ever changing last minute decision and yes Madam we will also have yellow toilet paper….. On the other hand thetre was never ever a compromise for quality …..
I absolutely love this post, and I agree with every word. I was in customer service for a while, and that damn phrase gave customers the license to aggravate me. Even my store manager barely controls any aspect of the business. They need to stop accepting disrespectfulness, and stop apologizing.
Customers should get whatever they want if they complain enough. Thats what my two dads tought me. I kicked over a movie stand because Walmart wouldnt give me a free movie for my pain and suffering of waiting in line so i pushed over the stand. They gave me the movie for 5 bucks. You might want to check out other retailers , if they respect their Employees they will respect you. You 2 dimwits are exactly why this thread exists. If I was waiting in line with you one thing I never do if I can help it I would have slapped your sorry ass all over that store for embarrassing yourself and other civilized humans.
You deserved a spanking, one you probably never got as a child. Ignorant, you say??? Look in the mirror….. The only thing Wal-Mart is guilty of is providing just another choice for people and making some things affordable. Wal-Mart is not the place for that. People are limited only by themselves.
Maybe if you left Blockbuster video once in awhile you just might form some intelligent opinions of your own, spawned by your own thoughts, not spoon-fed by Hollywood and the media at large. Nobody is forced to work at Wal-Mart and there is a need for entry level jobs. When Wal-Mart went to staff the store, they needed employees. What was not surprising is that they had 25, individuals for those jobs, most of the applicants coming from Chicago.
Chicago wised up and Wal-Mart is now in Chicago, providing jobs that lead to something better in some cases, or at the very least, putting a few bucks in the pockets of people who might never hold any job. Thank you Deb , you just made my point. Defining entry level job at Walmart ….
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I have never been in any blockbuster ever and will not miss them either now that they are closing their store …I do have a TV and rarely watch it because of the washed out news,instead I rely on the various news paper ansd publication I recieve , having worked and leaved in 4 differents countries speaking reading to business level 5 languages,ran plus Employees Business etc… by the way if you care to look closer the largest world holder of US bond and the like is China ,unfortunatly they have slowed down considerably and like the oil producing Country are now investing in the Euro , more than before we need better education and today we rank 14 among all western Country and dropping , India is catching up so fast it is not even funny.
Please for your own sake dropp Fox news and read the wall street journal at least it is in English. Joel, entry level can also be defined as any job that gets you working, creating experience that can be applied to a another and better job. While attending college,I worked in the book department of a very prestigious department store There was a book about the store titled, Give the Lady What She Wants-hint, hint and was paid minimum wage though the expectations for customer service and professionalism were high.
Previous to that, I had worked in a factory and as a waitress, both stepping stones to my job at the store. This led me to higher education and a profession as a librarian. I was the first college grad on both sides of my first generation American family and five of my eight siblings also went on to college and on to advanced degrees. If there had been a Wal-Mart in those days, I would have applied for work there.
I respect any employer willing to give an uneducated and unsophisticated individual a chance since the rest is up to the individual. Thanks Deb for further stating my point , Yes the Customer is aways right and yes give the Ldy what ever she want , hint pay up to the nose for it. There is a very Famous Judge who once said to a defendant in court as He was stating customer is always right , she went balistic and told Him if this was His defense He was a Sucker to which she slsammed the gavel and said pay up or else case closed. Obviousely this Gentleman had listen to well to that stupid sentence.
Shoul;d customer be always right the house I bought should have come with a valet a banquet room , my vehicle should have been a Bugatti and my Wife would have married the Pope ……. Joel, not everyone goes right into the job of their choice. If there were no such jobs, then tell me just who would clean up after all the ignorant pigs that exist in this country?
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Deb is right on the mark. I would have thrown your sorry butt out of my court, too, had it been me. I realize that your crap is usually accompanied by your money. Repeat-offender problem customers should be sent without delay to your competition, so that their time can be wasted. My experience at those lowly jobs made me respect people regardless of economic status and made me a better person and, may I say, a wonderful employee.
I can relate to the the welfare mother and to the VIP and my customers patrons appreciate me and have made me a success in my field. I never could have imagined that a peon like me could choose a career instead of having a job. I agree that there is a need for entry level jobs. There is a need for pretty much every job in the world, including the most miserable of jobs. Someone has to do them. I still say that the majority of you are missing the point. If you are a CSR in any capacity whatsoever, it is your job to deal with ALL types of people in a courteous and professional manner.
Even the jerks. Unless bodily injury is imminent, you should still remain professional and try to detach yourself from the situation; YOU are the one at work, not the person freaking out. There is pride in knowing you gave your best effort from the CEO down to the janitorial staff. I have done it in 7 Countries each and every time upgrading without cutting the staff to the contrary which mean aside of english I am fluent in 7 languages and yes I make a typo here and there.
Matt yes! Some major retailer do not even search shoplifter by fear of very costly law suit …. I Dpdo not believe body search are legal in most States. It is you who is missing the point.
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The point is that it is not worth dealing with a rude customer. As the research plainly shows do your homework this type of customer is a detriment to the bottom line. As well no company or CSR has any obligation legally, morally, or as a result of company code or rule to suck it up and eat crap from a rude customer.
Again Cassandra, do your homework and get a clue. Or perhaps you would rather not because it would blow your notion to bits that dealing with such idiots is a good thing. And why do you feel this way? Probably because you yourself, as you intimated in some of your statements, are one of these self centered, ignorant, consumers who is so deluded that they feel they have the right to act like a child to get what they want. Again, do your homework and please behave yourself when you go shopping.
The good thing is I know that if you do care to take the time and do the research you will find that the companies that have taken this approach have become hugely successful while the others that have chosen to kiss the ass of the rude aka the B-type customer as labeled in most of the marketing research customer are either out of business or barely afloat.
You might want to start with Bill Gates and Microsoft one of the most successful companies on the planet. Their mantra, one of them, by way of a paraphrase, is that the customer is almost always wrong. Have a nice day and if you are rude we are better off without you-really. Bravo, you get it!!! See my last post above…. Let them waste their time.
There will be those of you who correctly point out that a difficult customer could potentially be a loyal one; well, difficult is not necessarily the same as stupid, rude, or otherwise. Customer is always wrong! Abusive customer are not customer but people who need mental counseling , unless your trade is counseling you do not have to deal with it.
A bad customer can jeopardize the entire project. Software development is an extrememly complex and brittle process, and a customer who constantly demands new features will put the project at high risk. All you can do is be polite and informative to the customer, but if they are unreasonable, sometimes the best course of action is to fire the customer.
Courtney, it sounds like it is completely not worth it. Life is too short to put up with the type of abuse you have shared. There are plenty of good people to work for plenty of crummy ones too and you deserve better. Surely you can find something better, try an upscale department store. Usually you will find a more respectful class of person that goes there than you would in a convenience store. Ask yourself these questions; what is it people are buying in this convenience store? Are there bars or metal grates on the windows? Probably you should look elsewhere. Do people loiter outside this convenience store?
Not a good choice. Anyone with a brain knows that that would make business plummet. Neutrality is the only true answer… its really more of a play be ear instance now. And if the customer gets backing from management, then the customer goes home happy. I strive everyday to give top notch customer service. All of my staff is human, when we make a mistake we correct it and apologize. However, when we do not and a customer is unreasonable I have given all my employees the right NOT to reward a nasty customers bad behavior by giving in to unnecessary demands.
I work in the airport shuttle transportation industry and there have been times that I know the guest is totally wrong and wish I could tell them so. Most of the complaints that I deal with are from guest that just do not understand our system. On the other hand, yes some of our drivers do not provide excellet customer service they are more interested in how much money they are making , and it shows in the complaints agaist them.
They fail to see the bigger picture, that is 1upset guest tells 10 friends not to use us. Sometimes I wonder though, if the customer is a jerk, chances are he or she is a jerk with others, including friends, family and co-workers. I just wanted to say that in my time working as an average, upper middle class grunt with no college degree I never had as good a job experience as I did when I was working for my local YMCA doing childcare. I felt like the Y really cared about me as a person, they had my back when I would have conflicts with parents, helped me do my job better and consistently tried to help me be happy and successful, even if it meant making a few parents a little miffed.
When I would get job offers for more money, or when I would become frustrated with that job I would remind myself that they supported and cared for me.
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I stayed with them for 3 years and was a real asset to the company. I might have lost them 10 customers over the years but I think I was worth it. I like to think they did too. I worked at a print shop where my manager would occasionally fire customers. In four years, I think it was 3 people. I would have crawled through broken glass for him. It was one of the best employment experiences of my life. It is quite to the contrary NOT nonsense to question this misused jargon. Suffice it to say that a business transaction should not be grounds to prove correctness in terms of either the customer or the business owner, but an equitable exchange of goods and services.
Disputes arise when one of the parties either expect too much or do not deliver. Now that of course is nonsense but it makes the point. I have a lot of sympathy for people working in customer service. I find that usually works fine. To those clients who take their frustrations out on the kid behind the counter — your anger, frustration, confusion, cussedness over whatever the issue may be with the product or service of the company, manufacturer or service provider, or simply that you woke up on the wrong side if the bed.
Regardless, the kid behind the counter or on the other end of the phone is often the person with the absolute least amount of power in the corporate structure, highly expendable, constantly fearful of dismissal, probably very poorly paid and most likely poorly trained.
Their lack of power to change the circumstances and correct the issue is often frustrating for them, too. They may be well aware of the faults of the product but due to pressures you know nothing about, that employee is often behind a rock and a hard place. Wanting to do the right thing and not being able to do it, repeatedly, can wear down even the most honourable and upright employee.
Callousness, deliberate ignorance, malicious retaliation or plain indifference to your plight may be the only defence an employee has in order to save their sanity. Sometimes, yes, they are subjected to a rip-off. Blaming the messenger for your woes, especially to senior management, may get the kid fired for doing exactly what he or she has been repeatedly told to do.
And guaranteed, the company is not going to change a multi million dollar machine, labelling process or overseas shipping contract just because you want the widget on the left instead of on the right. And then guess who gets the blame? Guaranteed, it will be the kid behind the counter or on the other end of the phone, who gets a notation in their file, and is passed over for a raise. This keeps company costs down, right? My advice?
When you want something, start as high up the chain of command as you possibly can. Foot soldiers are just there a cannon fodder, they are the shield behind whom the generals hide. I work in a call center and showed this article to my boss. Customers are allowed to verbally abuse our employees and this is supposed to be a sign of great customer service. All the while, lower level managers are directed to keep turnover down. Just invest your resources in it wisely, focusing on original content made by professionals with professional equipment.
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