Are customers always right?
We have all heard the phrase “The customer is always right”; but are they?.
Here at TPS, we always strive to put the customer first, however after receiving a call to the office last week, our customer service was put to the test!
A lady, (Not a customer by the way), called to complain about one of our delivery drivers, who had allegedly cut her up while driving on a road near Aberdeen. Armed with the registration number, she demanded to speak to our HR department to vent her anger at “our” careless driver.
But here lies a problem; TPS doesn’t have any delivery drivers, as all our goods are shipped out by couriers throughout the UK!. However, when this fact was explained to her, she was still insistent on receiving recourse, or she would seek legal advice, as well as call the police.
Needless to say, this ill attempt at a threat was politely dismissed for obvious reasons; like the fact we don’t employ our own drivers and proving that we did was an impossible task. Clearly, this was a case of mistaken identity as there are several un-related companies called TPS; but it did get me thinking…
At what point do you tell a customer they are wrong?