I understand that without customers, a business could not survive or even exist, to begin with. But why do we have a culture that allows customers to run us over?

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Because competition forces companies to bend the knee to any bad action. They would rather be soft on it than to actually care about the wellbeing of their staff because losing a customer is worth more to them.

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I think it has a lot to do with people feeling entitled and having a sense of power when it comes to customer service. I would often come in with a sense of superiority that would make me feel small. I think it's important to provide excellent customer service, but it shouldn't be at the expense of the worker's wellbeing. It's important to keep the balance of power between customer and employee in check and make sure everyone is treated with respect.

I think that we have a culture that allows customers to run us over because we don't want to antagonize them and risk them taking their business elsewhere. As someone who has worked in customer service, I have seen firsthand how customers can take advantage of the situation and become unnecessarily demanding. We don't want to anger customers and make them feel disrespected, so we often end up letting them have the upper hand.

There needs to be an immediate change in our culture. People already have enough to deal with in life and when you work in customer service, it gets that much harder. Why can’t I just go to work and expect I’m going to be treated fairly and respectfully? If I worked in a private office setting and a coworker or another employee were to treat me the way literally thousands of customers have, they’d definitely be fired and maybe even arrested. We need protection from the public at this point and it’s sickening how much management at virtually every company doesn’t care.

There will always be a time when you meet cranky customers who resort to abuse or assault and it is always NOT the way to go. However, what goes around comes around, and they will eventually get their day. You can maintain professionalism, while not tolerating it.

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