Customer Service Expert Answers: Is the Customer Always Right?

No video

Customer Service Expert Answers: Is the Customer Always Right?

Рет қаралды 6,389

Күн бұрын

“The customer is always right” is perhaps the most repeated and hated phrase in all of customer service. Taken literally, the idea is a joke. Customers are not always right; in fact, they’re often so wrong that you wonder what they’re even talking about.
Yet the focus on the literal meaning of the phrase has overshadowed the original intent of the idea: putting the customer first above almost everything else. The phrase was designed a long time ago to shift the mindset of service reps from taking advantage of customers to taking care of customers, from giving attitude to giving respect.
____________________________________________________________________________________________________________________________________
CONNECT WITH ME
Twitter: / adamtoporek
Instagram: / adamtoporek
Snapchat: / adamtoporek
Facebook: / customersthatstick
HOW WE HELP
Customer Service Training: customersthatst...
Keynote Speaking: customersthatst...
Customer Service Blog: customersthatst...
Be Your Customer’s Hero: amzn.to/1BGj6em
____________________________________________________________________________________________________________________________________

Пікірлер: 6

@mikegarrens5286 22 күн бұрын

The customer isn't always right. It's just they got the money

@charlesgriffith4560 5 жыл бұрын

Take a restaurant for example. If customer wants steak done rare, as opposed to well done, then that customer is right. If they want coke as opposed to rootbeer, again that customer is right. But if that customer is looking to throw attitude at someone, and thinks "the customer is always right", means that employee has to just take it, well then that customer isn't right. I would rather lose that particular customer's business than to let them think they can come in and act any ole way they want toward my employees

@Customersthatstick 5 жыл бұрын

Well said Charles! When you lead a customer-facing team, you need to have that line to protect your team.

@charlesgriffith4560 5 жыл бұрын

While i very well understand, if not for the customers, there would be no business, and people wouldn't have the jobs they have... Business owners, managers, (whatever the case may be) still have an obligation to protect their workers as well. Anyone that would tolerate the type customer that gives their employees a hard way to go, is actually more low down than the customer that is acting like that. In case of misunderstanding, im certainly not suggesting getting on same irrational level with them. But at least step in and let that customer know, it's not going to be tolerated, and if they can't act better than that, then don't come back. That's why alot of customer services type businesses cannot keep employees. Not so much because the work is too hard for them. But because of being expected to just take whatever a customer like that feels like dishing out to them.

@kevinalexander2787 6 жыл бұрын

I think it is an out dated philosophy. With the entitled attitude that people have acquired over the last few years/decades. They think the can take a crap in the middle of the floor and it is OK because they are the customer. Example.... I worked at a sports bar and a woman decided to change her child's diaper on a dining room table. When she was confronted with the senseless act, we were the bad guys. "I don't want to use the changing table in the restroom because they are unsanitary!" She couldn't understand the concept that what she did could result in the restaurant being fined or go out of business due to the loss of revenue. BTW, it wasn't her table that she used to change the diaper.

@Customersthatstick 6 жыл бұрын

Wow Kevin! That story is just disgusting -- and case in point why we should not take the phrase "the customer is always right" literally. Appreciate you sharing.