CNN Money has a great question and answer piece from the manager of a team of customer service representatives. 

She wrote in by saying that 99% of the time, she is able to resolve customers’ problems amicably, but every now and again, she has to field a call from an irate customer.  Her usual response is to have the manager one level above her take the hostile call. 

She says that manager, in response, blames her and her team of customer service representatives, and as a result, this deflates her team’s morale.

The question posed in this article is: How do you handle difficult customers?  Who comes first at your company, customers or employees?

Several people weighed in on this conundrum, and the adage the customer is always right pops up more than once in the article.

I can understand the significance of the customer being right.  A company’s success—certainly the financial success, but success overall-- depends heavily on the relationship with the customer.

The morale of the employee team is also very important and imperative to a company’s success.  If a company cannot retain its employees and has a high turnover rate, it sends a message that the company is not a friendly environment in which to work.  Who wants to support a company that does not respect its employees?

In the end, I think it is important to find the balance.  Yes, a customer is paying for your product or services, so their needs and expectations must be met.  That transaction is very clear.

But I also think it is paramount to treat employees with respect and to show appreciation, because those people are representing the company.  Their interactions with customers are a direct reflection of the brand.  Therefore, their satisfaction is necessary to maintain the brand’s reputation.

So, what do you all think?  In a situation like this, who would you put first—customer or employee?