Is the customer always right? This age-old question sparks much debate. Explore the nuances of customer relations, understanding their needs, and maintaining a healthy business-client relationship. Let's delve into strategies that ensure customer satisfaction without compromising your business's integrity.
Is the customer always right, even when they are undermining the quality of your customer service experience by deliberately creating a nuisance?
Working with people is difficult. It can determine whether your business soars through the clouds or falls off the cliff.
- How you treat your entire business as an entity, can influence your overall experience.
Is the Customer Always Right?
The phrase “the customer is always right” has lost its true meaning
- What it really means is that the customer is important and has to be treated specially- like a king or a god
- This is essential in keeping customers because they are now equipped with a very powerful weapon; social media
- Customers are important, but you might have to let troublesome customers go
Stand firm
Be assertive and get your message across in a very firm but polite fashion
- State the details of the situation clearly and confidently especially if what they are doing or saying are factually wrong or go against the rules of the company.
- Back up your colleagues when they find themselves in similar situations.
Always listen before you act
Patience in listening to even the silliest of customer complaints can go a long way to improve your customer service experience.
- Always remember that the customer is your first priority, so it’s the customer’s needs first before any other person.
Deal with the aftermath and support teammates after an encounter
Take time off to calm yourself after dealing with customers
- Analyze the situation and keep an eye out to see whether it reflects a major problem or if it keeps recurring
- Follow up with the customer if necessary
- Check up on employees who deal with rude customers to ensure they are okay
- Choose the right time to discuss what happened to ensure you have the full details
- Support your people
Deal with customers according to what they feel, not what they think
Instead of using negative power statements, start by expressing how you feel and then use that as a point to correct whatever is making them feel that way
- For example, if customers are dissatisfied with a service, first apologize to them for the inconvenience and explain why there have been changes
Tackle any situation immediately
Handle it as soon as possible
- Explain the situation to your client as clearly as possible and assure them that it will be resolved in due time
- If they are still not satisfied, you might want to ask them what they think would be the ideal situation
