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View Full Version : Is the customer truley always right?



earthmama1
02-25-2014, 09:31 AM
We have all had those customers who are obsurd and very rude. Swear at you and fellow employees while yelling and causing a scene. In this case would you still be polite and listen to what they are saying and help them? Or would you tell them they need to leave your store and their actions are not allowed here?

Cd2 Solutions
02-25-2014, 10:37 AM
i think it would depend. if they had legitimate reason to be annoyed, or if the staff were in the wrong, i might listen to them.

if on the other hand they were being rude for no reason, i would tell them to leave. depending on their level or aggression, i may also resort to calling the police.

alec
02-25-2014, 03:49 PM
No, the customer is not always right, not any more at least. Sure, handling a customer with care, especially when he IS right is the proper way to handle things. But trying to pamper a customer that's rude to my employees, swears and makes a scene? Not at my business!

If you really ask me I'd say this saying with the customer being always right was promoted by businesses looking for more clients. In time the meaning was lost and nowadays most businesses really do think you need to kiss the a## of your customer even if he's rude and not right.

idlecuriosities
02-25-2014, 04:40 PM
I think like most situations it depends on the context.

In general, you want the customer to come back to your store. If that customer enjoys the experience at your place of work, they are likely to come back and tell other about your place of business.

That being said you have to set some sort of guidelines for yourself in dealing with your customers. As alec said, rude customers who make a scene are not allowed at his business. Figure out what works for you and what is best for your business and apply it.

JohnSword
02-26-2014, 05:39 AM
Suffice to say, the customer is not always right. After all, the customer is human, and no human is perfect. Having worked in customer service before, I would say it's always best to try to settle any disputes amicably. Of course, sometimes that means asking a customer to leave so that he or she does not cause a scene. Like the others have mentioned, it all depends on the situation and your own discretion.

Gmac9100
02-26-2014, 08:56 AM
Personally no. Business wise yes. You do no want a customer spreading bad rumors about your business. negative thoughts stick in peoples mind a loot more than good ones. It is simply not worth it to risk the reputation of your company arguing with a customer.

tspires2
02-26-2014, 09:15 AM
It would defiantly depend on the situation. I think for me I would think I was making a mistake not to listen to them. If my employee made someone that mad I think I would want to know why or how and how it got to this point? If this was started by someone on my staff I would want more information from both sides.

However if this person came in acting pretty crazy this may be treated differently. Then it may be a them and I situation and if you are not going to talk to me in a calm manner you can come back when you can. I want to please everyone that walks through my door but with the world today it gets harder and harder!

Taru
03-02-2014, 07:52 PM
They will always be considered right by me, as long as it's not to the expense of myself, my company, or my employees. As a business owner, I try to treat my company and its employees as family, and I would never risk the pride and self worth of my family over a stranger's just because he or she is giving me money. Of course, since money is also necessary for this family to exist, I would have to weigh each situation as it comes up and this is hardly a clear line, but in a general sense, it is how I see it.

Rainman
03-03-2014, 06:14 AM
Having worked at a retail outlet, I know from practical experience that customers are never always right. There were times I quarreled with customers, traded insults, etc because there are customers who'd take politeness as a ticket to trample all over you.

I think the principle business people should operate by is treat all customers right up to a certain extent. If they wish to go beyond that then have your security 'squad' escort them out. It's the right thing to do rather than engage in verbal wars.

autograph
03-03-2014, 08:46 AM
No, the customer is not always right. We do make sure that they think they are always right, though. As long as they are not being overly aggressive or disturbing, we will always try to work things out with them. Not only we get to keep our reputation, we will look better from an outsider's point of view. However, once a customer is being unreasonable and refuse any assistance, I will gladly kick them out. They can do their business elsewhere; chances are, we do not want such customers in our store.

Eagles910
03-03-2014, 09:15 AM
I think you have to follow that belief to have a successful business. Especially a small, or local business. Because every customer is valuable to a small company, not to mention that one bad review could be toxic in a small community. I know logically customers are not always right, but it's not about right, or wrong. It is about business. Make the best business decision.

Lostvalleyguy
03-03-2014, 03:41 PM
NO! This phrase irks me. While the idea of satisfied customers is a good one, some people are just out there to exploit this policy. There comes a point when dealing with a customer where one must make the call as to whether it is worth trying to satisfy this person. In the majority of cases, yes, you should be able to attain a resolution. In a few cases, no amount of effort on your part will suffice.

Jkility
03-03-2014, 04:58 PM
Simple answer, no. I work in a bike shop and sometimes the customer is angry because of our service but sometimes they get angry because of the product they bought and its broken because of what they have done. They will try and say numerous different things and come up with several different excuses and make up loads of rubbish to get a refund on products, even if it is clear what they are saying is totally wrong and that they are in wrong themselves.

coffee
03-03-2014, 05:11 PM
My day job is customer service for an online company. We get many rude customers like you described. More often than not they feel like they have to put up a fight to get what they want...because somehow somewhere they were conditioned into this behavior. People call with a problem with their order and are very upset, but after we apologize and offer a resolution they are taken aback by how easy it was to get what they wanted.

Sometimes you just can't get through to angry customers. They probably had a bad day, and they are looking to take it out on someone. If I were working in a store face to face with someone like this I would try to be polite and help, and if my efforts are futile I would get a manager. It's the perspective of many people that they will only be happy and get what they want if they can speak to someone higher up.

Jane Hastings
03-09-2014, 11:14 AM
There are so many customers who take advantage of the saying "Customers are always right". Some customers get mad for no reason. I would listen to both parties and if I feel like the customer is truly right then I would make sure that he/she gets the proper treatment. But if I feel like the customer is being unreasonable then I would tell them to leave in the nicest way possible.

janineaa
03-09-2014, 11:15 AM
Customers are not always right, even if they think it. I would listen to their side first and empathize with them. I would also listen to the employee's side of the story. If the customer is wrong, I would explain why they are wrong and try to get them to understand the other side. If he keeps being rude, I would probably want to escort him out myself. I wouldn't want a scene for other customers to see.

the_jamal
03-09-2014, 10:28 PM
Even if the customer is not right, you have to make them think they are. Bad publicity is the death of any business and you have to know how to deal with the crazies who are being purposefully difficult with you or employees. There's obviously a line that you can't let a customer cross, but I would only resort to extreme measures if absolutely necessary. Never burn your bridges with anybody and always be respectful, even to the most belligerent of a customer.