Originally Posted by
Long Distance
Rule
#1 - The customer is not always right
Rule # 2 - Sometimes you need to fire the customer
Among the goals of CRM are to determine and retain profitable customers. Some customers just aren't worth it. A number of U.S. firms have very bright lines for staff treatment that will get a customer punted. If one is profane, for example, expect a phone agent to hang up on you. Staying lots of nights and spending lots of money don't entitle one to treat staff with contempt.