Join Jeff Toister for an in-depth discussion in this video Helping the customer be right, part of Working with Upset Customers.
- You've probably heard the saying, … the customer is always right. … When I wrote my book, "Service Failure," … I did some research to find out who originally said that. … Like many customer service professionals, … this saying has always bothered me a bit, … because the truth is … that the customer's not always right. … My research led to an interesting discovery. … I couldn't find anyone … who had originally said that statement. … What I did find were two variations … that made a lot more sense. … The first one came from the legendary hotelier, Cesar Ritz. … He said, "The customer is never wrong." … Ritz meant that even when the customer is wrong, … you don't argue with them. … You just find a way to make things better. … The second quote came … from the famous retailer Marshall Field. … He said, "Right or wrong, the customer is always right." … Field acknowledges that the customer might be wrong, … but it's our job to help them be right. … If we go back to the coffee shop scene, …
- Listening with empathy
- Helping the customer be right
- Preserving the relationship
- Learning from angry customers
- Passing along complaints
- Replacing trigger words