Hypertension - it's a term used to describe high blood pressure. In my previous life as a Customer Manager for an online service, I generally only got calls that the Help Desk had found abusive), so by the time they got to me it always seemed like their blood pressure was up. So the blog is called hypertension and will be about everything from my own experiences as a customer, to rants about service, management, information technology or anything related that grabs my attention.
One thing that struck me though about dealing with angry customers was they first and foremost wanted to be listened to and have a response to their questions. Frustration came from not getting questions answered, it wasn't necessarily as many think about the customer getting what they wanted, it was that someone they had been talking to had just given them a standard response or tried to fob them off.
So I don't think the customer is always right by any means, but as a customer they warrant you giving them the time of day, listening to their question and giving them a considered reply where requested. If you are prepared to spend the time then customers will generally thank you even when they didn't quite get what they set out to get. You can then also use what you learned from one customer to help others.
Too many people over promise and under deliver, it is a poor strategy. Better by far to under-promise and over-delver.
