Is the customer always right?: Ways to maintain solid customer relations - Deepstash

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The Origin Of Things…literally

The Origin Of Things…literally

The term “the customer is always right” is a phrase that was pioneered by Harry Gordon Selfridge, John Wanamaker and Marshall Field, and even though it is still unclear who exactly came up with the phrase, this notion was used successfully by these men to run their businesses…then.

Today, the term has been overused and misinterpreted to mean “you can accept shitty behaviour from your customers, just to get their money”


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True Meaning

What it really means is that the customer is important and has to be treated specially- like a king . This is essential in keeping customers because they are now equipped with a very powerful weapon; social media, and can easily either boost or destroy your business in a single post.

So, how do you relate to customers in a way that promotes openness and transparency without compromising the quality and experience of your service?


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Always listen before you act

Everyone likes to be heard and understood and customers love this even more. Patience in listening, even to the silliest of complaints, can go a long way to improve your customer service experience.

If a customer’s complaints are outrageous, out of context or just plain rude, try to stay mute. Take deep breaths and calm down. Smile and make sure not to avoid eye contact.

It is your responsibility to clear things up with the customer and leave a good impression about you, your company and its products and services.


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Deal With What Customers Feel, Not What They Think

What a customer thinks may be wrong, but what they feel can never be wrong. This is what makes the customer “always right”, because you can’t say someone is wrong for feeling one thing or another. Imagine how it feels to be told how you should be feeling. Annoying right? That’s exactly how it is for customers.

Instead of using negative power statements, you can start by expressing how you feel and use that as a point to correct whatever is making them feel that way. Your customers will know their feelings are being taken into consideration , but need to be changed.


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Tackle any situation immediately

When a complaint is made, or a situation arises, make sure to handle it on the spot. The faster a complaint is resolved, the more confidence your customers will have in your company’s services. Look out for quick and simple solutions.

If an issue cannot be resolved immediately, explain the situation to your client as clearly as possible and assure them that it will be resolved in due time and possibly give a specific time or date to calm them down. If they are still not satisfied, you might want to ask them what they think would be the ideal situation and work with that if you can.


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Stand firm

Sometimes, a customer is wrong, no matter where you look at it from. These types of customers are mostly very rude in such situations or just create a nuisance. In such situations, you need to be assertive and get your message across in a very firm but polite fashion.

State the details of the situation clearly and confidently especially if what they are doing or saying are factually wrong or go against the rules of the company. Also, make it a point to back up your colleagues when they find themselves in similar situations. That way, you can count on getting their support back.


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Deal with the aftermath and support teammates after an encounter

Dealing with problems from customers is a very stressful experience, so it is important to take time off to calm yourself afterwards. Remind yourself that not all customers are that way and cheer up, especially if you’re able to resolve the situation as expected.

Remember to follow up on the customer, even if you know it might not be a pleasant experience.

check up on your employees who deal with rude customers to be sure they are okay. Be sure to give them your support because even though customers are important, you have a greater responsibility to your people.


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Making sense of the world, one stash at a time!🧚🏾‍♀️

Making sense of customer experience #business #customerservice

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