Complete Guide To Dealing WIth Difficult, Angry, Aggressive And  Abusive Customers

Learn what to say, when to say it and stay stress free, safe, and professional under pressure

The Customer Isn't Always Right, So What's The Rule?


Clearly, customers aren't always right. Here's an excerpt from Perfect Phrases For Customer Service that reflects that we can't always have customers who are right, but we can think about situations in a different way.

 

We need to address the single most popular false idea about customer service. It’s a great slogan, credited to H. Gordon Selfridge, who passed away in 1947. No doubt you’ve heard the phrase,“The customer is always right.”Unfortunately, it’s wrong and misleading.

Clearly the customer is not always right. Customers make unreasonable requests and have unreasonable expectations. Customers sometimes even play fast and loose with the truth. Customers may not understand your company and what you can and can’t do for them.
Practically speaking,you can’t operate under the assumption that the customer is always right.You can’t give every customer what he or she asks for.
Can we come up with a phrase or two that realistically describe how we should treat customers? Yes.Here are two short phrases that fit the bill.

  • The customer always deserves to be treated as if he or she is important and his or her opinions, needs, and wants are worth your attention.
  •  The customer deserves to receive maximum effort of those serving him or her, even when the customer’s expectations, wants, and needs may be impractical.

Since the customer isn’t “always right” and it’s often not possible to give the customer what he or she wants, what are the implications for customer service?  It’s simple. The customer has other important wants and needs besides getting what he or she is asking for. Even in situations where you can’t do what the customer asks, you can contribute to development of the customer’s positive impression about how he or she is treated. That’s what we’ve captured in the two phrases above. We need to focus not only on what we provide to the customer,but on how we provide it.That’s the key to realistic, excellent customer service.To do that,you need to understand these
other wants and needs—and that’s where we’re going to go next. 

Search Our Site:

Most popular FAQs RSS

  1. Customer Needs/Wants/Customer Expectations - What's The Difference (111852 views)
  2. What To Do When You Don't Have An Answer ... (61570 views)
  3. When Does Customer Behavior Cross the Line To Verbal ... (54131 views)
  4. What Is Hostile and Abusive Customer Behavior? (48745 views)
  5. Can I view the complete table of contents before ... (48590 views)
  6. Should I Ever Hang Up On A Customer? (45030 views)
  7. How to handle a customer who interrupts my conversation ... (44499 views)
  8. How Can I Be Notified Of Updates To angrycustomer.org? ... (43159 views)
  9. Which of your customer service books would be best ... (41535 views)
  10. How To Build Rapport During The Customer Greeting? (40132 views)

Latest FAQs RSS

  1. I'm a manager and often have to deal with ... ()
  2. I want to fire a customer who is very ... ()
  3. Are My Peers (the people I work with) Internal ... ()
  4. Why do some customers stay angry even after I've ... ()
  5. Should I Ever Hang Up On A Customer? ()

Sticky FAQs