You are going to receive poor customer service from time to time. I guarantee it. No system is without its flaws and sometimes things fall in between the cracks. There are many reasons that this happens; one unmotivated employee in a group of superstars, a rare system error or things beyond the companies control (i.e. airlines and weather delays).
I’m never surprised when I see a customer of Southwest airlines, an organization who continuously delivers exceptional service and wins numerous awards for their efforts, tweet labelling them as “the worst airline ever!” I get it, they are frustrated and want to yell and shout because of it but are they deserving of this immediate criticism? I think not.
Did Michael Jordan make all of his shots? No. Are we as humans perfect? No. Are we going to under deliver on customer service at our own professions as well? Absolutely! Let’s give the companies we regularly do business with a break. Let’s not judge them for their mistakes but by the way they recover from them.