Does the Customer Have a Role In Customer Service?

This is a clip from an episode of Seinfeld entitled “The Soup Nazi”. Towards the end of the clip you see the Soup Nazi describe his logic in refusing service to people who do not follow the rules of his business.

Angry Customers on Twitter

On more than one occasion I’ve seen angry tweets fired off at companies with accounts on Twitter. These people were never angry with the person who has to answer them, though.

Today I posed a question to the people who follow the Twitter chat: #custserv (and anyone else who was listening). What follows is a transcript of the responses to my question.

4:27 pm
WriterChanelle:
Why is it acceptable to be rude to a #custserv representative?

4:30 pm
action_jay:
@writerchanelle it’s not, but they’re not held to the same professional standards as the employees #custserv

4:38 pm
WriterChanelle:
@action_jay Ex. saw someone say “your service sucks” to a company rep. Couldn’t that be said in a way that is less offensive? #custserv

4:40 pm
action_jay:
@writerchanelle it sure could. One tactic is to start positive. “I like x, but y isn’t working for me”. Gets the rep on your side #custserv

4:41 pm
action_jay:
@writerchanelle coming out of the gate attacking the rep puts them on the defense and they’re less inclined to give 100% #custserv

4:41 pm
CocoDivas:
They rep the company. It’s not personal. RT @WriterChanelle Why is it acceptable to be rude to a #custserv representative?

4:44 pm
WriterChanelle:
RT @action_jay: @writerchanelle One tactic is to start positive. “I like x, but y isn’t working for me”. Gets the rep on your side #custserv

4:46 pm
action_jay:
@writerchanelle other tactics like “I’ve been a customer for 5 years” or “I spent $200 a month” are harmful jabs too. #custserv

4:46 pm
WriterChanelle:
@action_jay I just don’t get why it’s appropriate to be rude to a person that did nothing to you but expect politeness in return #custserv

4:47 pm
RichardNatoli:
@writerchanelle It’s acceptable to be rude to a #custserv rep because companies allow it. Until companies back their reps it will continue.
4:48 pm
WriterChanelle:
@CocoDivas But there is a person on the other end who has to respond like a person and not a robot. #custserv

4:48 pm
action_jay:
@writerchanelle it’s cruel, seems customers think these things will make the rep snap to attention and provide better service. #custserv

4:48 pm
WriterChanelle:
@action_jay Yes. I agree. #custserv

4:51 pm
RichardNatoli:
@action_jay If a customer feels they are not valued, what is the harm in them quantifying their value? (ie I spend $200/month) #custserv

4:54 pm
action_jay:
@RichardNatoli it’s just a passive aggressive thing to say. You’re still number one, just as important as the next customer #custserv

4:55 pm
WriterChanelle:
#custserv RT @CocoDivas I call Wells Fargo to deal with an issue. If I have an attitude it’s w/WF not Jim on the line. Sucks for Jim

4:55 pm
WriterChanelle:
@CocoDivas Interesting stance #custserv

4:56 pm
WriterChanelle:
@RichardNatoli How can companies back their reps? #custserv

4:56 pm
CocoDivas:
@WriterChanelle chances are if I’m yelling at Jim it’s due to lack of good #custserv to begin with. My beef ain’t with Jim.

4:57 pm
WriterChanelle:
@action_jay Interesting. It’s not the rep that gave bad service. It’s the rep that is there to help. Why take it out on the rep #custserv

4:57 pm
RichardNatoli:
@writerchanelle Fire the customer when necessary. #custserv

4:58 pm
RichardNatoli:
@action_jay You and I both know that most companies don’t have that attitude. The good companies are lumped with bad. #custserv

5:00 pm
WriterChanelle:
@RichardNatoli Hm. How can that be done through social media? If someone @’s to Yahoo saying “you suck”, how do you fire the @’r? #custserv

5:01 pm
WriterChanelle:
#custserv Hmm RT @CocoDivas: @WriterChanelle I can’t talk to the CEO. He’s the voice and face of WF. Gotta take the heat on behalf of WF
5:02 pm
action_jay:
@writerchanelle @RichardNatoli that’s a good question. I think @bignoon might know, dealt with jerky customers online before #custserv

5:02 pm
WriterChanelle:
@CocoDivas Wouldn’t it be interesting if the CEO did take all the #custserv calls? Lol. Maybe Undercover Boss should do that

5:03 pm
action_jay:
@richardnatoli I know firsthand, working in the cable industry. We get plenty of opportunity to blow away expectations of poor #custserv

5:05 pm
WriterChanelle:
Hm RT @SkipBlabLLC_ATL: Reps need 2 b trained not just the job but ART of #custserv. 1 thing mgr taught me (dont take it personally)
5:05 pm
WriterChanelle:
@SkipBlabLLC_ATL That’s saying that people will call and treat you like crap. Expect it. Take it. Why is that ok? #custserv

5:07 pm
WriterChanelle:
@SkipBlabLLC_ATL Why is it ok to be abusive to someone whose job it is to help you? We just deal because that’s the way it is? #custserv

5:09 pm
WriterChanelle:
@CocoDivas If a person isn’t supposed to take an angry call personally, then they’d take it impersonally (robotic w/out emotion) #custserv

5:10 pm
RichardNatoli:
@writerchanelle I would suggest the #custserv rep needs to look at the angry customer call as an opportunity to be someone’s hero today.
5:11 pm
WriterChanelle:
#custserv Yep RT @CocoDivas: @WriterChanelle they should! Might change their policies which would benefit their customers AND employees
5:12 pm
action_jay:
@hashable: getting into an interesting #custserv chat this morning with @RichardNatoli@writerchanelle

5:13 pm
WriterChanelle:
@RichardNatoli Well sure. Lol. The #custserv rep has the onus to be the hero at all times. Why only the rep, though?

5:14 pm
WriterChanelle:
@RichardNatoli Wouldn’t it be great if companies sent out tweets saying “hey @sdfkshf thanks for being a great customer!” ? #custserv

5:15 pm
RichardNatoli:
@writerchanelle The rep has the responsibility on behalf of the company, and the company needs to act on feedback #custserv

5:15 pm
WriterChanelle:
#custserv Hm RT @CocoDivas: not taking a call personally and reading to me from a script offering no results are two different things.
5:16 pm
WriterChanelle:
@action_jay Haha..yea..saw a tweet and it inspired me #custserv

5:17 pm
RichardNatoli:
@writerchanelle Publishing a customer’s name on Twitter without prior consent is a violation of customer privacy. #custserv

5:19 pm
action_jay:
@richardnatoli @writerchanelle makes sense. How about retweeting customers who talk positive about the product? I see it often #custserv

5:19 pm
WriterChanelle:
RT @SkipBlabLLC_ATL: @WriterChanelle in #custserv U would b surprised at the Adults who misbehave. I will not let them make situation worse.
5:21 pm
WriterChanelle:
@RichardNatoli Right. But if someone sends a reply to a company complaining, are they letting go of that privacy? #custserv

5:22 pm
action_jay:
@writerchanelle @RichardNatoli if the customer initiated contact, tough call. Less people see the reply stream than a shoutout #custserv

5:22 pm
WriterChanelle:
@RichardNatoli Further, if the company had a happy resolution that started with a public tweet to the company…#custserv

5:22 pm
WriterChanelle:
@RichardNatoli , can the company tweet the person’s name and say thank you? #custserv

5:23 pm
action_jay:
@writerchanelle @RichardNatoli I see the company retweet the customer’s thank-you pretty often too. #custserv

5:25 pm
action_jay:
@writerchanelle @RichardNatoli damage potential comes when a bystander or competitor digs through with a tool like @bettween #custserv

5:27 pm
WriterChanelle:
@action_jay The issue of customer privacy in SM is interesting. More people using SM to berate companies. It will become a problem #custserv

5:29 pm
action_jay:
@writerchanelle if sensitive information is involved, reps online will move the conversation to a private channel. #custserv

5:29 pm
WriterChanelle:
@action_jay OooO never seen that tool mentioned before. I just use the search or look back through the tweets #custserv

5:30 pm
action_jay:
@writerchanelle side effect of the private chat though is the customer’s public stream does a complete 180 to the bystander. #custserv

5:31 pm
WriterChanelle:
Shame RT @SkipBlabLLC_ATL: #custserv It is childish, consumers don’t think when it comes 2 problems. They want 2 take it out on someone
5:34 pm
WriterChanelle:
@SkipBlabLLC_ATL Does the company want to retain a customer who is that abusive, though? #custserv

5:35 pm
action_jay:
@writerchanelle @SkipBlabLLC_ATL ever see those “we will not tolerate abuse” signs? Much more common in certain industries #custserv

5:36 pm
WriterChanelle:
@action_jay True. That’s the first step. #custserv

5:37 pm
WriterChanelle:
@action_jay That can definitely seem kinda shady. Go from pissed to pleased in a matter of moments. #custserv

5:38 pm
WriterChanelle:
@action_jay It all just reminds me of the soup nazi. Problem is he had something everyone wanted and could only get from him #custserv

5:42 pm
WriterChanelle:
#custserv Especially during the holidays RT @SkipBlabLLC_ATL: @action_jay @writerchanelle I see it a lot in the sales/retail industries.
5:43 pm
action_jay:
@writerchanelle @SkipBlabLLC_ATL I see the “Abuse” sign at our recycling facility. Makes me weep for humanity. #custserv

5:45 pm
WriterChanelle:
@action_jay At the recycling facility?! Goodness. #custserv

5:48 pm
action_jay:
@writerchanelle it’s especially sad because here it’s a public program that employs people with disabilities #custserv http://ow.ly/3s3Wz

5:50 pm
stephaniethum:
@RichardNatoli @writerchanelle @CocoDivas: I agree that an angry customer can give you the biggest gift in terms of feedback. #custserv

5:51 pm
stephaniethum:
Best piece of advice from old boss when I took #custserv role was, “Get + keep a thick skin.” @WriterChanelle @SkipBlabLLC_ATL #custserv

5:52 pm
WriterChanelle:
@action_jay Oh wow. That’s a shame. Smh…why are we just so disgusting to one another? #custserv

5:53 pm
WriterChanelle:
@action_jay Bunch of hurt people running around taking anger out on others who have to take it b/c they need money #custserv

5:54 pm
action_jay:
@stephaniethum @WriterChanelle @SkipBlabLLC_ATL thick skin’s great for employees. But some people need to learn basic manners #custserv

5:56 pm
WriterChanelle:
@action_jay @stephaniethum That’s exactly what @SkipBlabLLC_ATL said about thick skin. The issue is manners like Jay said. #custserv

5:57 pm
action_jay:
@bignoon thanks for chiming in! Dig back through #custserv for some great gems this morning. Right up your alley

5:59 pm
WriterChanelle:
I like #custserv RT @bignoon: I tell customer I’m happy to help as best I can, but that kind of language is unnecessary & wont be tolerated

Your Turn

What role does the customer play in customer service?
Should all front line employees who represent a brand/company be required to tolerate abuse from customers angry with the company and not them?
How can companies play a role in defending their employees? Is firing a customer possible as we move to a future of service via social media?
Would you like to see a CEO field the customer service calls?