Why “The Customer Is Always Right” Is Wrong

Why “The Customer Is Always Right” Is Wrong

Jennifer questioned the conventional wisdom that the customer is always right and everyone is a customer. She explored examples such as "Your system is down" and "My password doesn't work" and found that right and wrong aren't always clear-cut. To make a wrong customer right, it is important to discern whether the customer is in fact right or wrong and to address the underlying cause that makes them submit such complaints. Jennifer suggests that customers should use their complaint or suggestion to uncover what they value and make them feel right about what they value. Whether the customer is right or wrong is less important than how they treat their concerns, and a customer-centric leadership approach is key to maintaining excellent customer service.

Examples of phrases that customers could say include "Hey, your system is down" and "My password does not work." These phrases can be helpful in determining if they are right or wrong. The most important details in this text are that customers can get confused, exaggerate, lie, and use outdated instructions. To make them feel right about what they value, it is important to discern what they value and make them feel heard and valued. For example, if they value clarity and simplicity in instructions, they may not have to fix the problem, but just acknowledge them and give them some kind of response.