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Today's Quote: The First Rule of Customer Service

By Lynne DeVenny

Actually, I think the first rule is, "The customer's always right." And sometimes the challenge as a paralegal or other legal staffer that spends a lot of time on the phone with people who are always (but not really) right, is that some of them are really challenging to communicate with. (See all the "Fun with the Phone" posts at Paralegal Hell.)

The quote below is a good one to keep near your phone during difficult phone conversations. Remember, you aren't going to win them, even if you do find yourself screaming at the top of your lungs and hanging up (which is not winning, albeit briefly cathartic). I personally go for killing, I mean, lulling them into a correct line of thinking with graciousness, but I was raised by a long line of Southern women who could turn a conversation with any verifiable idiot into a delightful gabfest, where at the conclusion all parties were satisfied that they had totally charmed the hell out of the other, and had been delightfully served, even if the idiot in question ended up getting what he never even knew he needed.

That, dear readers, is called advanced customer service.

Full post as published by Practical Paralegalism on November 02, 2010 (boomark / email).