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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Is the customer always right?: Ways to maintain solid customer relations
bloopglobal.com
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Making sense of customer experience #business #customerservice
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