You Can’t Please Everyone With Great Customer Service


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Despite your best efforts to deliver exceptionally great customer service, some customers refuse to be content even when given the best service you can offer.

It’s a fact of life, you can’t please everyone. No matter how hard you try, there will always be that one person who just refuses to accept the service you offer as good enough.

We recently received a scathing review from one of our customers. When the customer contacted customer service, they received the response they needed. Customer service reps were courteous, helpful, and pleasant throughout the exchange. So why the bad customer service review?

When you customer refuses to be satisfied with customer service

No matter what you do, there will always be the curmudgeon. There’s always an angry person who’s having a bad day, a bad week, or a bad month, and unfortunately, you are going to get the brunt of their dissatisfaction. What normally would result in a pleasant experience, will be found to be lacking in some way and the customer will find something to criticize.

What can you do when your customer is a missile-seeking target?

  • Perspective.
  • Courtesy.
  • Gentility.
  • Consideration.
  • Patience.

It’s easy to want to take it out on the customer service agents involved in the customer exchange.

It’s easy to find fault in the customer service actions and how they didn’t meet the expectations of the customer.

It’s easy to get mad at your customer for being unreasonable, rude, and creating problems where there shouldn’t be.

But it won’t solve anything.

Solving real customer service issues

Sometimes people can’t be pleased. It’s not the fault of customer service.

Sometimes communication won’t be as effective as it needs to be. Customer service is not always to blame.

Hind sight is always 20/20. Woulda, shoulda, coulda doesn’t make it better. Overreacting only cripples those involved in the future customer service interactions that will take place.

Allow mistakes to happen and look at the big picture. Unless we measure customer service results against reasonable customer service requests, our customer service evaluation and management won’t be as effective as it could be.

Republished with author's permission from original post.

Flavio Martins
Flavio Martins is the VP of Operations and Customer Support at DigiCert, Inc., a leading provider of enterprise authentication services and high-assurance SSL certificates trusted by thousands of government, education, and Fortune 500 organizations. Flavio is an award-winning customer service blogger, customer service fanatic, and on a mission to show that organizations can use customer experience as a competitive advantage win customer loyalty. Blog: Win the Customer!


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