“The Customer is always right”…. Right? WRONG! That phrase, the customer is always right, raises the hair on the back of my neck.
I have spent the better part of my adult life on both sides of customer service interactions as the Customer and as the service representative. I can tell you from experience the customer is not always right.
If a customer service representative speaks that phrase or even thinks it they are doing the customer a great disservice and selling themselves, as a service provider, short. As a customer seeking service do we want a “yes-man” or do we want someone to evaluate our needs and offer solutions? As a service representative does one want to be gopher or a problem solver?
Service representatives should be held accountable for listening and understanding both our stated needs and unstated needs. They must approach us as partners where anything less…
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