Whatever happened to the Customer always being right?

Well, the reality is that the customer was never always' right even though they have

a right to take their business elsewhere if they are not happy with your service. Most services professionals have run into people who as customers seem to believe that they are always right and who expect service providers and suppliers to act subserviently and do whatever they demand, not matter how unrealistic.

Dealing with customers who believe that they are always right can be very difficult if you want to keep their business.

Try to avoid getting into an "I'm right, you're wrong" type of conversation. This creates winners and losers and even if you do win what effectively becomes an argument with the Customer, you will invariably lose their Future Business.

A useful technique is to encourage customers to fully explain their point of view and to ask questions if you are unclear about any aspect of what they are saying. Avoid interrupting or trying to put your view before they have finished speaking. This demonstrates that you are listening to them and value what they have to say.

Only after you have given the customer the opportunity to explain their perspective should you try to work towards a resolution. Avoid the temptation of using confrontational language like, "that's certainly not the case" or "I'm sorry, but you're wrong". Try to use empathetic language and propose a solution for example, "I can understand why you might feel that way, would it help if" or "I appreciate what you have to say, could we think about." Avoid using words like but' mid sentence. This sends a message that even if you do empathise anything before the but' doesn't count. Not easy.

By telling customers that you understand or appreciate what they have to say, you are again demonstrating that you are prepared to listen to them and that you value them. By proposing possible solutions you are also demonstrating that you want to resolve the problem and retain their business.

The customer may not always be right, but remember that the customer is always the customer.

For more information you can visit:- http://www.mainstaybusiness.com.au/

Whatever happened to the Customer always being right?

By: Andrew Hudson

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