Saturday, April 7, 2007

The customer is always right? Part 1

The customer is always right.

This is considered a truism in the Customer Service world. However, the fact of the matter is very few companies actually believe the customer is always right; they throw it out there to show "they care". In point of fact, I would say most of the companies I have dealt with in my life don't believe the customer is ever right. How many times have you heard: "I understand what you are saying sir, but I can't help you." That is a very nice way of saying "you're right, but too bad."

So what they are really saying is "The customer is always right, but that doesn't mean that we have to help them." While I would hardly expect any company to use that as their motto, if you are going to create policies that make a mockery out of the statement, then why use it?

1 comment:

Deanna Tucci Schmitt said...

This such an important topic. So many business owners claim that 'great customer service' is what separates them from their competition.

The fact of the matter is great customer service only allows you to stay in business. Without it, a business will die.