For those who work in customer service..........

[Darth_Kitten]

is it okay to get a little combative at times? Er, I mean, FIRM. State your company's case?

I'm sickeningly sweet most of the times, but when there are those who just choose to fight, well, do you stand firm? I just don't like to be bullied....

[mwooldri]

1. Depends on your role and what kind of customer service.

If you're in the kiss-backside department then you do have to be nice. There is nothing wrong in getting a little bit combative if the situation warrants it. I work in a customer service department where we have to fix things when they go wrong (so plenty of kissing backsides), but also when customers have unrealistic expectations I am also expected to be firm and say 'no'.

If you're in an area where you are also measured by how much time it takes for you to handle each customer, and you might get a bonus if you meet the target, then sometimes the easy way out is tempting.

It also depends on the caller who is calling in. If they're honest and upfront, then I will gladly work with them. If they're being hostile then I'll do what I can and if it wins them over great, otherwise tough titty to them.

Mark.

[bridgit]

2. oh yes, the customer is not always right; sometimes they are flat...

ass wrong and they know it, they're just trying to game the system imo

[YellowRubberDuckie]

3. I sometimes have to be a hard ass...

I'm in Loss Mitigation. I help people who are behind in the mortgage to get onto HUD Sponsored programs to get current. When someone is acting as though they are trying to buy a big screen tv from Best buy as opposed to close to losing their house and asking for help, I have to set people straight. And if they apply and don't ever answer their phone or return a message, my next to the last message is going to be stern and I will tell them I will deny their file if they don't call me back by a certain day. Probably more information than you were looking for, but I hope I explained it so that it makes sense.
Duckie