Omar Zenhom argues that customer service means delighting people, not enforcing rules or being right. Consider who the customer is, how long they've been with you, and what they expect. The relationship matters more than the policy.
Customer service isn't about enforcing rules. It's not about protecting policies. It's not about being technically correct. That's not customer service. Your job as a business is to make sure your customers are delighted. Too many business owners are trying to prove a point. I'm not interested in being right. I'm interested in winning as a business owner. You've heard this all over the Internet before. It's true. And when it comes to customer service, it's a double true. When you're dealing with customers, you have to understand who the customer is, how long they've been a customer, what expectations they have as a customer, and whether the spirit of the relationship matters more than the letter of the policy.
