I’m sure we’ve all heard the saying that customers are always right. I’m pretty sure we’d all agree that the customer’s not always right. In fact, sometimes they’re just dead wrong. The message in this phrase is not in its words, but really in its inferred, meaning and understanding
When you look over the last 15 years, a lot has changed in the workplace. We’ve got the device driven digital world. The hybrid and remote workplace would be just two examples of that. When you look at engagement statistics, they still arrive at the same conclusions they always have.
In this current service climate, customer experience has never been under so much scrutiny and it’s critical to get it right. Service is different than experience. For example, if I went to the shop and ordered my coffee and I got it quickly and it tasted great and it wasn’t expensive, well that’s good service
More and more organisations as they roll out their return to work schedules met with greater employees’ demands to support a flexible work schedule that suits the employee, not necessarily the organisation.
Dealing with this type of aggression falls under the category of unpredictable, meaning that unlike common aggression triggers, which the warning signs might be easier to identify, this type of customer may be triggered by other factors that stimulate their reactions and behavior.