The Customer is Always Right
The Table of Contents
Introduction……………………………………………………………………Page 1
Main Body……………………………………………………………………..Page 2
Conclusion…………………………………………………………………….Page 5
Introduction
In this assignment, I am asked to discuss my opinions about the business philosophy of ‘the customer is always right’. I will discuss my thoughts and feelings on this subject and the steps I will take to enhance my customers’ experience. I will also discuss strategies I think might provide a more useful alternative to the subject.
The Customer is Always Right
When I first read the statement ‘the customer is always right’, my first thought was yes it is true. This reaction was based on experiences in the restaurant business where if the customer was not satisfied with his or her meal, they can request a new one, no questions asked. I feel in this day and age, this is no longer the case. I do not feel the customer is always right for many reasons that I will discuss in this report.
I now see how I perceived the statement ‘the customer is always right’ was based on others opinions and not of my understanding of the statement. For as long as I can remember the adage of ‘the customer is always right’ has been a prevalent part of the customer service experience. I do not believe that this is always true and customers are frequently wrong about all kinds of things. So despite the almost universal acceptance of this saying I will explore whether that is actually the best approach.
The first thing I looked at is how this approach affects the customer. While everyone would like to be right all the time, it just isn’t going to happen. ‘The customer is always right’ focuses on the immediate satisfaction of the customer with little regard for the final result of experience and an important part of the experience is the outcome. A customer will not be satisfied if the outcome isn’t what they truly wanted, no matter how happy a customer is with their treatment
Introduction……………………………………………………………………Page 1
Main Body……………………………………………………………………..Page 2
Conclusion…………………………………………………………………….Page 5
Introduction
In this assignment, I am asked to discuss my opinions about the business philosophy of ‘the customer is always right’. I will discuss my thoughts and feelings on this subject and the steps I will take to enhance my customers’ experience. I will also discuss strategies I think might provide a more useful alternative to the subject.
The Customer is Always Right
When I first read the statement ‘the customer is always right’, my first thought was yes it is true. This reaction was based on experiences in the restaurant business where if the customer was not satisfied with his or her meal, they can request a new one, no questions asked. I feel in this day and age, this is no longer the case. I do not feel the customer is always right for many reasons that I will discuss in this report.
I now see how I perceived the statement ‘the customer is always right’ was based on others opinions and not of my understanding of the statement. For as long as I can remember the adage of ‘the customer is always right’ has been a prevalent part of the customer service experience. I do not believe that this is always true and customers are frequently wrong about all kinds of things. So despite the almost universal acceptance of this saying I will explore whether that is actually the best approach.
The first thing I looked at is how this approach affects the customer. While everyone would like to be right all the time, it just isn’t going to happen. ‘The customer is always right’ focuses on the immediate satisfaction of the customer with little regard for the final result of experience and an important part of the experience is the outcome. A customer will not be satisfied if the outcome isn’t what they truly wanted, no matter how happy a customer is with their treatment