The Customer is Always Right

Topics: Customer service, Customer, Service Pages: 6 (1214 words) Published: May 1, 2014

The Table of Contents

Introduction……………………………………………………………………Page 1 Main Body……………………………………………………………………..Page 2 Conclusion…………………………………………………………………….Page 5 Introduction
In this assignment, I am asked to discuss my opinions about the business philosophy of ‘the customer is always right’. I will discuss my thoughts and feelings on this subject and the steps I will take to enhance my customers’ experience. I will also discuss strategies I think might provide a more useful alternative to the subject.

The Customer is Always Right

When I first read the statement ‘the customer is always right’, my first thought was yes it is true. This reaction was based on experiences in the restaurant business where if the customer was not satisfied with his or her meal, they can request a new one, no questions asked. I feel in this day and age, this is no longer the case. I do not feel the customer is always right for many reasons that I will discuss in this report. I now see how I perceived the statement ‘the customer is always right’ was based on others opinions and not of my understanding of the statement. For as long as I can remember the adage of ‘the customer is always right’ has been a prevalent part of the customer service experience. I do not believe that this is always true and customers are frequently wrong about all kinds of things. So despite the almost universal acceptance of this saying I will explore whether that is actually the best approach. The first thing I looked at is how this approach affects the customer. While everyone would like to be right all the time, it just isn’t going to happen. ‘The customer is always right’ focuses on the immediate satisfaction of the customer with little regard for the final result of experience and an important part of the experience is the outcome. A customer will not be satisfied if the outcome isn’t what they truly wanted, no matter how happy a customer is with their treatment throughout the interaction.  The other side of this adage is the effect it has on the customer service you provide. Creating a happy customer clearly a goal of anyone that is trying to deliver exceptional customer service. However, going into a customer encounter with the idea that they are always right fails to recognize the expertise and experience that the service provider has to offer. The value of the service provider, is robbed of the confidence they need to perform in their role in achieving the outcome the customer desires. I have heard of a different approach of which I agree, ‘the customer is not always correct, but they always have the right to be wrong with dignity’. Having the right to be wrong with dignity creates an environment where customers can freely communicate their ideas and desires while allowing the service provider the chance to respect them and help them achieve the result they are looking for. A customer can still express opinions, disappointment or frustrations and the employee can respond with courtesy while still respecting the reality of the situation. I believe that not only will the customers be treated with courtesy and respect, it will enable us to partner with them to create the outcome they are looking for. This we learned in lesson 3, the customer value that suggests we begin to find out what each customer wants and needs and then work towards fulfilling those needs and then delivering the product or service in a manner that meets, and hopefully exceeds, the customer’s initial expectations. The more I think of the comment about the unsatisfied customer returning his or her meal, the more I see that it’s about customer satisfaction, as learned in lesson 4. I suppose when you begin a business, it's easy to stay on top of what customers want and what they're getting. Creating a customer service policy and adhering to it, is so important. It doesn't have to be elaborate but something as simple as ‘the customer is always right’ can lay...
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