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“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.
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