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“是客户的错”的情况

有位妇女，她经常乘坐西南航空公司的飞机，她一直对西南航空的服务不满意，各个方面都有． 事实上，她已经成了西南航空的“笔友”，因为她每次下飞机后都会留下一些投诉，抱怨．

她不喜欢这个公司不让选座位的规定；她不喜欢飞机上没有头等舱；她不喜欢途中不提供食物的作法；她不喜欢西南航空的登机手续过程；她不喜欢空姐的运动装制服和随意的气氛．

她的最后一次意见，列举了大堆的抱怨，一下子把西南航空的客户关系专责给难住了． 他们把它上报到了Herb[西南航空的首席执行官Kelleher]的桌面上，并附了一个便条，上面写着：“这一条”是写给你的．

六十秒内Kelleher就给出了回复，写道：亲爱的坏脾气的女士， 我们会想念你的． 爱你的Herb.

“顾客永远是对的”这个词最初是由Harry Gordon Selfridge发明的，他是1909年伦敦Selfridge百货公司的创始人．这句话一般用在：

1. 使客户确信，他在本公司能得到满意的服务．
2. 确保员工给客户提供满意的服务．

出人意料的是，越来越多的公司开始抛弃这个格言，因为它会导致劣质的客户服务．

这里有为什么反对“客户永远是对的”的五大理由。

1:它让员工感觉很不爽

Gordon Bethune 是一个很傲慢的得克萨斯人 (很巧，和Herb Kelleher一样)，他因把大陆航空航空公司“从最差变成最好”而闻名，1998年，他的一本以这句话为书名的书里写了这样一个故事 ： 他为了确保客户和员工都认同航空公司对待他们的方式，规定了“客户永远是对的”这个格言在大陆航空公司里不再有效．

在员工和无礼的客户发生冲突时，他坚定的站在自己的员工一方． 下面是他的解释：

当我们遇到无法再忍受向客户时，我们会向自己的员工表示忠诚． 员工们需要每天忍受这样的事情． 并不是因为你买了一张票，就可以有权力随意侮辱我们的员工．

每月我们公司都会运送三亿多的乘客． 难免会遇到一两个不讲理的、难以处理的蠢货． 如果有这样的选择让你选，一边是你的雇员，他每天为你工作，使你的公司出产产品．另一边是一个令人讨厌的愚蠢的顾客，因为你没有花生可提供了，他就要求这趟飞行免费．你支持哪方?

你不能把你的员工当作奴隶． 你应该重视他们…… 当顾客做的过份时，如果你此时不支持你的员工，在他们的心中一定会引起怨恨，即使是很小的事情．

所以Bethune信任他的雇员而不是无理的客户． 我喜欢这种态度的原因是它平衡了雇员和客户之间的关系．“永远对”的格言使天平倒向了客户，这不是一种好的处理方式，．它会在员工心里产生怨气．Bethune说

当然有很多的例子是员工提供了恶劣的服务． 但是解决这个问题的方法是你要说明这客户“永远对“的做法会影响工作效率．

它给了那些粗鲁的客户一种不公平的优待．

使用“客户永远是对的”的口号，无礼的客户可以提出任何要求，因为他们“永远是对的”，不是吗？ 这样会使员工的管理工作很难做，特别是对员工进行严格管理时．

还有，它意味着粗鲁无礼客户比守规矩的客户更受优待． 我一直觉得这句话不对，它更加让我认识到对于好的客户我们应更好的对待，让他们成为回头客．

有些客户是会损害公司的业务的．

大部分公司都认为客户越多越好． 但是有些客户并不会给你的业务带来任何好处，反而有环处．

丹麦的IT服务公司 ServiceGruppen自豪的说了这一个故事：

我们的一个技术服务员工到客户的网站上进行技术支持，但令人吃惊的受到非礼的待遇．

当他完成了任务，回到公司，告诉了管理部门他的经历． 公司立即取消了和这家客户的合同．

就 像Kelleher不运送那位一直抱怨着的让人脑火的女士(但这位女士一直选择搭乘西南航空的飞机)，ServiceGruppen放弃了这个不良客户。 请注意：这并不是一个经济是上的问题，并不是一个关于公司长期上会在客户身上盈利或受损的问题。 这是一个简单的关于尊敬和尊严的问题，一个关于对待员工权利的问题。

4：它最终会导致劣质的客户服务

Rosenbluth International, 一家旅行社，做出的更彻底。 CEO Hal Rosenbluth写了一篇很不错的文章介绍他们的方式，叫做把客户放在第二 – 把你的人放在第一，并且帮助他们做好。

Rosenbluth 辩论道：当你把员工放在第一位时，他们就会把客户放在第一位。 把员工放在第一，他们会带着愉快的心情工作。 快乐的员工能够提供更好的服务，因为：

• 他们更加体谅他人，包括客户
• 他们更有精力
• 他们高兴就意味者他们有心情交淡和顾客互动
• 他们会更动情

相反，如果公司和管理层一直站在顾客的一边，而不是员工一边，它传达了一个明白的信息：

• 员工没有价值
• 公平的对待员工不是一件重要的事
• 员工没权力受到顾客的尊重
• 员工必须忍受顾客的粗暴对待遇

当这种态度盛行时，员工就不会再关心如何更好的服务了． 就从这点上看，真正高质量的服务是不可能有的 – 你最好的客户得到的服务也只是一种假的好服务。 你知道我指的是什么：他们只是表面工作而已．

5：客户明显错了

Herb Kelleher辩论到，就像下面的来自他的关于西南航空的精彩的书里的一个段落写的：

Herb Kelleher [...] 让大家都明白，员工是第一的，即使可能会失掉客户的情况下。 客户不是永远都是对的吗？”不，不是的“，Kelleher snaps.”我认为如果老板这样做，那就是对员工最大的背叛。 有时是客户错了． 我们不会为这种客户服务． 我们通知公司说：我们运送其人． 不要让我们的员工受辱‘“

如果你仍然认为客户永远是对的，请读一下Bethune的书”从最坏到最好“：

大陆航空公司的一位乘务员有一次被一个孩子激怒了，因为这个孩子的帽子上有纳粹和KKK党的徽标。 这很让人难受，所以空姐到孩子父亲的面前要求他摘掉这个帽子。”不，“这个乘客说。”我的孩子可以戴任何他想戴的帽子，我并不介意人们喜不喜欢他。“

空姐走进驾驶室，把大副叫了出来，大副向这位乘客介绍根据FAA规定，妨碍乘务员正常的工作是违法的。 这个帽子让其他乘客和乘务员感到不适，这是妨碍乘务员的职责。 他最好拿掉这个帽子。

乘 客最终屈服了，但他很不高兴。 他写了很多恶意的信。 我们很努力的解释我们的制度以及自由航空法令。但是他听不进去。 他甚至来的我们主管的办公室里和我一起争论这个事情。 我让他坐在外面。 我不行看见他，也不想听他说。 他买了我们的机票，这意味着我们要送他去他想要去的地方。 当如果他做粗鲁和冒犯的事情，我们希望他做其它公司的飞机。

事实就是这样，有些客户在做错事，不要这样的客户对公司会更好，如果管理者站在无礼的客户一边而不是雇员，将是非常蠢的做法，这样会导致糟糕的客户服务质量。

所以，把你的员工放在第一位。 从而让员工把客户放在第一位。

偶然在Google发现了他们的用户体验设计原则（附：原文如下），因此翻译作一下记录。

1.以人为本 —他们的生活、他们的工作和他们的梦想

2.珍惜每一毫秒的时间

3.简洁也是一种力量

4.吸引新手、诱惑专家

5.敢于创新

6.放眼世界的设计

7.今天的计划和明天的业务

8.让人眼前一亮，又不会心有旁骛。

9.不辜负人民的信任

10.添加人情味

虽然每家公司都有自己的设计原则，但是殊途同归，所以在这里就不多做描述了。

原文如下：

1. Focus on people – their lives, their work, their dreams.

The Google User Experience team works to discover people’s actual needs, including needs they can’t always articulate. Armed with that information, Google can create products that solve real-world problems and spark the creativity of all kinds of people. Improving people’s lives, not just easing step-by-step tasks, is our goal.

Above all, a well-designed Google product is useful in daily life. It doesn’t try to impress users with its whizbang technology or visual style – though it might have both. It doesn’t strong-arm people to use features they don’t want – but it does provide a natural growth path for those who are interested. It doesn’t intrude on people’s lives – but it does open doors for users who want to explore the world’s information, work more quickly and creatively, and share ideas with their friends or the world.

2. Every millisecond counts.

Nothing is more valuable than people’s time. Google pages load quickly, thanks to slim code and carefully selected image files. The most essential features and text are placed in the easiest-to-find locations. Unnecessary clicks, typing, steps, and other actions are eliminated. Google products ask for information only once and include smart defaults. Tasks are streamlined.

Speed is a boon to users. It is also a competitive advantage that Google doesn’t sacrifice without good reason.

3. Simplicity is powerful.

Simplicity fuels many elements of good design, including ease of use, speed, visual appeal, and accessibility. But simplicity starts with the design of a product’s fundamental functions. Google doesn’t set out to create feature-rich products; our best designs include only the features that people need to accomplish their goals. Ideally, even products that require large feature sets and complex visual designs appear to be simple as well as powerful.

Google teams think twice before sacrificing simplicity in pursuit of a less important feature. Our hope is to evolve products in new directions instead of just adding more features.

4. Engage beginners and attract experts.

Designing for many people doesn’t mean designing for the lowest common denominator. The best Google designs appear quite simple on the surface but include powerful features that are easily accessible to those users who want them. Our intent is to invite beginners with a great initial experience while also attracting power users whose excitement and expertise will draw others to the product.

A well-designed Google product lets new users jump in, offers help when necessary, and ensures that users can make simple and intuitive use of the product’s most valuable features. Progressive disclosure of advanced features encourages people to expand their usage of the product. Whenever appropriate, Google offers smart features that entice people with complex online lives – for instance, people who share data across several devices and computers, work online and off, and crave storage space.

5. Dare to innovate.

Design consistency builds a trusted foundation for Google products, makes users comfortable, and speeds their work. But it is the element of imagination that transforms designs from ho-hum to delightful.

Google encourages innovative, risk-taking designs whenever they serve the needs of users. Our teams encourage new ideas to come out and play. Instead of just matching the features of existing products, Google wants to change the game.

6. Design for the world.

The World Wide Web has opened all the resources of the Internet to people everywhere. For example, many users are exploring Google products while strolling with a mobile device, not sitting at a desk with a personal computer. Our goal is to design products that are contextually relevant and available through the medium and methods that make sense to users. Google supports slower connections and older browsers when possible, and Google allows people to choose how they view information (screen size, font size) and how they enter information (smart query parsing). The User Experience team researches the fundamental differences in user experiences throughout the world and works to design the right products for each audience, device, and culture. Simple translation, or “graceful degradation” of a feature set, isn’t sufficient to meet people’s needs.

Google is also committed to improving the accessibility of its products. Our desire for simple and inclusive products, and Google’s mission to make the world’s information universally accessible, demand products that support assistive technologies and provide a useful and enjoyable experience for everyone, including those with physical and cognitive limitations.

7. Plan for today’s and tomorrow’s business.

Those Google products that make money strive to do so in a way that is helpful to users. To reach that lofty goal, designers work with product teams to ensure that business considerations integrate seamlessly with the goals of users. Teams work to make sure ads are relevant, useful, and clearly identifiable as ads. Google also takes care to protect the interests of advertisers and others who depend on Google for their livelihood.

Google never tries to increase revenue from a product if it would mean reducing the number of Google users in the future. If a profitable design doesn’t please users, it’s time to go back to the drawing board. Not every product has to make money, and none should be bad for business.

8. Delight the eye without distracting the mind.

If people looked at a Google product and said “Wow, that’s beautiful!” the User Experience team would cheer. A positive first impression makes users comfortable, assures them that the product is reliable and professional, and encourages people to make the product their own.

A minimalist aesthetic makes sense for most Google products because a clean, clutter-free design loads quickly and doesn’t distract users from their goals. Visually appealing images, color, and fonts are balanced against the needs for speed, scannable text, and easy navigation. Still, “simple elegance” is not the best fit for every product. Audience and cultural context matter. A Google product’s visual design should please its users and improve usability for them.

9. Be worthy of people’s trust.

Good design can go a long way to earn the trust of the people who use Google products. Establishing Google’s reliability starts with the basics – for example, making sure the interface is efficient and professional, actions are easily reversed, ads are clearly identified, terminology is consistent, and users are never unhappily surprised. In addition, Google products open themselves to the world by including links to competitors and encouraging user contributions such as community maps or iGoogle gadgets.

A greater challenge is to make sure that Google demonstrates respect for users’ right to own and control their own data. Google is transparent about how it uses information and never shares data outside Google without a user’s explicit consent. Our products warn users about such dangers as insecure connections, different privacy policies on other websites, actions that may make users vulnerable to spam, or the possibility that data shared outside Google may be stored elsewhere. Google is reassuring but truthful about data sharing so that users can make informed choices. The larger Google becomes, the more essential it is to live up to our “Don’t be evil” motto.

10. Add a human touch.

Google includes a wide range of personalities, and our designs have personality, too. Text and design elements are friendly, quirky, and smart – and not boring, close-minded, or arrogant. Google text talks directly to people and offers the same practical, informal assistance that anyone would offer to a neighbor who asked a question. And Google doesn’t let fun or personality interfere with other elements of a design, especially when people’s livelihood, or their ability to find vital information, is at stake.

Google doesn’t know everything, and no design is perfect. Our products ask for feedback, and Google acts on that feedback. When practicing these design principles, the Google User Experience team seeks the best possible balance in the time available for each product. Then the cycle of iteration, innovation, and improvement continues.