Customers are Always Wrong

I was walking in New York City recently when I saw a store selling those mugs (we are used to the customer is always right). Customer satisfaction is an important target for most if not all companies; I personally stopped dealing with several companies due to their horrible customer service. I even switched to more expensive companies for that reason.  My main goals when I was working as a desktop support for an internet provider company was to answer all the related questions and solve the issue in a timely manner and jump on the next call; some customers used to call and complain that their internet stopped working for weeks, not knowing that I could see their internet activity and their internet service stopped only a few minutes ago. The same customer may write a bad review and talk negatively about the company, even though, he/she was at fault and this is one of the greatest challenges of customer service:

• Inaccurate (unfair) customer review – this is more destructive than you think (i.e. this is detrimental for the restaurant business; I personally do not go to restaurants with Yelp ratings below four stars)

I started thinking about all the companies I have interacted with throughout my life.  Companies, especially in the private sector spend fortunes to ensure customer satisfaction, nowadays, even the federal sector has adopted a similar approach to ensure customer satisfaction, the USCIS has been reformed 180° after they adopted a survey system for all visitors.

The fact is customer satisfaction is not easy task; customers are becoming savvier, needier, less tolerant, expecting a lot more and demanding to pay less, even though everything is getting more expensive.

With respect to electricity, we are completely addicted and cannot survive few minutes without it and even if we can, try explaining to your child that he/she will now have to eat without watching TV and/or YouTube, because of a power outage.  Kudos to utilities who are working tirelessly to ensure power is restored ASAP (Mother Nature continues to challenge us) and ensure customer satisfaction.