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One woman who frequently flew on Southwest, was constantly disappointed with every aspect of the company’s operation.In fact, she became known as the “Pen Pal” because after every flight she wrote in with a complaint.One of the hallmark symptoms of a narcissist is her inability to perceive others as people with needs of their own.Narcissistic mothers are only able to see their children as extensions of herself-little mirrors that reflect back to her.
Here’s how he puts it: When we run into customers that we can’t reel back in, our loyalty is with our employees. Just because you buy a ticket does not give you the right to abuse our employees . One or two of those people are going to be unreasonable, demanding jerks. What I like about this attitude is that it balances employees and customers, where the “always right” maxim squarely favors the customer – which is not a good idea, because, as Bethune says, it causes resentment among employees.However, it also costs a lot more to recruit, hire, and train a new employee than it does to keep one happy.” Kinkoids Unite – a site for Kinko’s workers “In my region, when an employee is mentioned in a customer complaint, he/she has to apologize to all 11 center managers in a conference call whether they were wrong or wronged.” Adult DVDTalk (huh?) “Unfortunately though, most companies in the customer service arena no longer even teach the basics of customer service. Having spent 20 years interviewing job applicants, I can also say that there is no such thing as common sense!Using the slogan “The customer is always right” abusive customers can demand just about anything – they’re right by definition, aren’t they?
This makes the employees’ job that much harder, when trying to rein them in.And if you want more great tips and ideas you should check out our newsletter about happiness at work.