The Customer Is Always Right: Wrong…

The Customer Experience

“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…

View original post 450 more words

Advertisements

Leave a Reply

Fill in your details below or click an icon to log in:

WordPress.com Logo

You are commenting using your WordPress.com account. Log Out / Change )

Twitter picture

You are commenting using your Twitter account. Log Out / Change )

Facebook photo

You are commenting using your Facebook account. Log Out / Change )

Google+ photo

You are commenting using your Google+ account. Log Out / Change )

Connecting to %s