The Customer Is Always Right.....Until They are Not!

The phrase “Yes, and…..” is the most popular term in customer service. But does this statement really help our business? We’ve all heard the statement, “The Customer is Always Right” and I think this is a very misleading and potentially damaging statement. I think, instead, we should be saying “The Customer is Always Right…..Until They Are Not.” We don’t like saying no to a customer because we are afraid of offending them and possibly losing their business. Saying no can cause disagreements that, sometimes cannot be avoided or rectified. There are, however, real, valid reasons that you should be saying no to a customer. 1. When it goes against Company Policy Does the employer or company allow such requests? Is there any mention of such requests in the policy manual? Would this be a request that would be honored fo r other customers? If not, it is time to tell the customer no. Policies are in place for a reason, weather we understand those reasons or not. Policies mus...