"The customer is always right" is an old principle in business that has been around for a long time. But is it true? In this article, we are going to look into the top reasons why this phrase could be considered outdated and wrong.
Unsupportive to employees
With this phrase in the back of their minds, it can be difficult for many employees to stand up and say when something isn't right. When dealing with a problematic customer, they will often ask to speak to a manager or someone with higher authority.
If the employee speaks to the customer, an employer should hear both sides of the story and support them when necessary. By hearing their employees out, companies can create a happier working environment and trust in their workforce.
Satisfying everyone is impossible
Unfortunately, it won't be easy to keep everybody happy when dealing with any customer issue. Once a company comes to terms with this, the better the overall customer service experience will be.
Some customers will do whatever they can to ensure businesses know when they are unhappy, and yes, understanding why they feel that way is essential, but sometimes no matter what you do, the customer will remain unsatisfied.
Every business has encountered an annoying customer, but knowing it's impossible to satisfy everyone is vital.
You don't want all customers
Most customers who go to customer support are there for genuine help and assistance; some are there to cause problems. No matter what a business, whether Amazon, EasyJet, or any other, and its employees do to try to rectify an issue, they will continue to badger the company.
These types of customers can become problematic by posting on social media, leaving bad reviews out of spite, and so much more. Due to this, a business must cut off its relationship with said customers. Yes, they will be angry, but who needs customers who are not reasonable?
Customers get the upper hand
This links to the fact that employees may not feel supported in the workplace. If an employer follows this principle, many customers think they have the upper hand, and no matter what a customer service agent says, they will not believe them.
When a customer comes to support, if they know a company agrees with this saying, they already have an edge, and this can cause employees to feel less and give them no chance to fight their case. A company must ensure that employees start any complaint on an equal footing if it wants its employees to work efficiently and effectively.
Some customers are wrong
It doesn't matter whether a customer approaches a problem friendly and calmly, or angrily and aggressively; there are some customers who are just wrong. There is something they think they have read somewhere, something they say isn't per the company's policies, etc.
If a customer feels they are always right, however, that can hurt how they approach a situation and change how they would usually act.
Worsens customer service
Whether in a retail shop or when playing new online slots UK, you want to be sure that you receive top-of-the-line customer service. It is the case that when companies put their employees first, they can expect the best from their workforce, and as a result, they will be able to meet the needs of their customers.
Unheard employees treated second best will be less willing to help customers, leading to more anger and resentment towards them.
Conclusion
There are many reasons why companies should get rid of the belief that "the customer is always right". This belief is ancient, and times need to change for employees to feel empowered in their workplace and, more importantly, feel heard.
