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Dealing w/ Unsatisfied Customers?
MoOsEb0y wonders: "At the company I work at, we have set up a series of SLAs giving a list of things they expect our products to do, that we promise we will deliver. In my particular situation, I have a customer who claims that the product we delivered them was slow and unresponsive. However, when we tested it to try and determine what was wrong, we didn't find anything wrong with it. How do you deal with a customer who is bent on assuming that you are incompetent, and that he or she could never have unreasonable expectations?"
You do everything you can to try to find the true problem, then you work with the client to find an acceptable solution. If your client is similar to this computer store customer [Video], then you take the appropriate action. Watch the video to the very end to see how to handle the situation properly.
It must be Windows. It needs half a gig of RAM and a hardware-accelerated graphics card just to run Solitaire.
"I have seen customers threaten former pc shops where I work with violence or come in and dude you are going to be soooo sorry bla bla."
This has happened to me, rather recently actually. I work for a domain registration and hosting company, and the customer in question just happened to live about 3 miles from our office. About 4 months ago, his problem was that he was trying to transfer his domain and wanted us to unlock it, but he could not verify any info we requested - userID, password, security question, etc... He even refused to fax a copy of his driver's license. So I told him that there was absolutely nothing we would do for him unless he was willing to cooperate with us to verify his identity. He bitched and bitched, then threatened to come to our office (hinting at bodily injury), to which I replied happily "OK".
So an hour later he arrives in my office. I don't think he expected what he walked into. I'm a pretty thick guy, rather intimidating, and certainly capable of pummeling your average joe into the ground. This customer was about 5-foot tall and weighed maybe 140lbs. He looked at me and asked if I were the one he were speaking to on the phone. I grinned and answered "Yep". He immediately turned around and walked out of the office and never came back.
A couple of days later, a money order arrived in the mail along with a copy of his driver's license, and a request to renew the domain (instead of unlocking it).