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Jimmie Flores's Articles in Customer Service

  • 3 Strategies to Working with a Difficult Customer
    The customer is always, right? If you ask Herb Kelleher, ex-CEO of Southwest Airlines, he will vehemently disagree with you. Kelleher was criticized in the 1980s when he put his employees first. In an interview, he described a situation where a customer slapped an agent who was working a flight.
  • Customer Experience: Difference Between Rude and Frustrated
    Every one of us has been less than polite in certain situations. We understand that keeping our cool is important, but we are unable to stay in control when we feel that someone is being unfair or failing to pay attention to our concerns. For example, our order at the restaurant took far too long to deliver, or the customer service agent was...
  • How to Manage a Rude Customer
    Is the customer always right? The general answer I hear is that the customer must be given the benefit of the doubt, and that we should do whatever possible to keep him happy.

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