When is good customer service "too good"?
Asked by KelRen
I have worked for a small company for about 4 years now. It started with just my boss and myself, and has now grown to about ten employees. I used to take care of ALL the customer service, but now that we have expanded I oversee more than being on the front lines (more like a customer service manager). Now, keep in mind that this is not a corporation so there really aren't any "titles" per se. Since we expanded we have set in a lot of ground rules for time lines and things for the customers to acknowledge and follow to ensure things go smoothly (like filling out an order form, giving us concrete deadlines, etc.). The problem is that rather than letting us take the reins and enforce the rules my boss has set in place to help everyone (all of these are things that any other company would require from their customer) she wants to cave to every single complaint or unreasonable request by problematic customers which creates a backlash towards our customer service people who are dealing with people who now don't want to follow any of the rules set in place! I am the one who has to keep the other employees happy, as well as the customers and I'm finding it more and more difficult every day. How do I boost moral when I feel like my boss is being unreasonably accomodating? I know this is a long one, but any advice is helpful.

Best Answer:
You should be thinking less about how to directly boost morale, and more about explaining to your boss that while you do have to cave to the occasional customer, especially if you're a small business, caving to everyone who throws a tempter tantrum isn't what could be called good business practice. Those customers will just repeatedly demand their own way, and you'll lose the respect and trust of the other customers who do stick to the rules you have in place. Hopefully if you've been put in some sort of supervisory position she's got some trust in you and could take the negative feedback. ;-)

remember this A customer is always RIGHT even when he is wrong
Answered by lovs2jokearound