What are the instances that justify “customers are not always right” ?
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What are the instances that justify “customers are not always right” ?
No company has enough resources to address every concern if the customer is always right. That’s because you would need infinite resources. Policies are created for a reason, so create them and stick to them. The policy acts as an agreement for doing business between you and your customers. Recognize that you can’t do it all so you don’t let customers drain your resources.
The sentence “customers are always right” has been wedged into a weapon used by many people to be rude to employees and claim what’s not their right. Providing excellent customer service should always be a goal for businesses, but there are times when the customer is wrong. In fact, most of the times, customers are always wrong. At the last retail store I worked, we had an end of the year sales and we had sent lots of info and details of how it would be. All customers were told to shop with their card as cash would not be accept as means of payment. We had this stubborn customer who insisted my colleague take his cash and give him his goods, she refused as it was the policy that had been put into place. The customer then went ahead to cuss her and shout down the whole place. We had to take him out using the security.