New to HR Customers Can Be Wrong - Workology

New to HR Customers Can Be Wrong Give Them What They Want Im sure youve heard the saying, The customer is always right. While I understand why this saying came about, Im here to tell you that its wrong. Ive worked plenty of customer service jobs, in person and behind a phone, or computer screen. Ive dealt with happy customers, angry customers, spiteful customers, and customers being clearly deceitful. Through all of these actions, as an employee, youve probably been trained to still keep your composure and do the right thing. But what are you really supposed to do when a customer is wrong and youre the HR department? Here are a few tips on dealing with customers who just arent right. Give Them What They Want I know, it sounds crazy, a customer has just downright lied to face or over the phone and Im telling you to give them what they want. Now, if it is something excessive dont follow this tip. However, if youre in the food service industry and the customer is incorrect, it is still important for you to keep face regarding the action. One of the reasons I love HR, and this is probably bad, is because I occasionally  let out some of my sarcasm in answers. Giving the customer what they want, but also informing them this is going on file and unless a complaint is brought up again, that can be proven, this will be the last time. Unfortunately, some customers will take advantage of companies being nice and doing the right thing. Correct Them But always do it politely. Ive had customers throw out data and facts from their opinion and not that of the truth. Correcting them, the proper way will allow the customer to know the true facts and data. It is not your job to fight with the customer over this complaint give them the correct information and if they want to go around and around about it, do not continue the argument. Having a conversation, even when two people do not believe the same thing, doesnt have to be a bad experience. Sometimes HR can not solve the complaint because customers wont take it as an answer, and thats when the owner or lawyers get involved. Once Lawyers Are Brought Up, Abandon Ship Companies have lawyers for a reason, they fight bigger battles than the ones we can quickly resolve. And even when problems can be fixed quickly, it might be better to involve lawyers. Once a customer says, Ill be getting my lawyer involved or anything close to this line, that is when you tell them, Im sorry we could not resolve this quickly, once contacted by your legal guide, our layers will respond. If there is nothing else I can do for you at this moment, thank you and have a great day. Will some people find it rude? Possibly. But they brought up lawyers first. These tips are not the only way to fix customer complaints when the customer is wrong, theyre just a few ways Ive handled certain situations. No matter what, everyone deserves to be treated with respect. And remember, customers do sometimes call to tell you how great an employee was or how the company helped them in a great way. Dont allow the complaints to cloud your judgment. Sometimes customers need to be heard, without them, where would our companies go?