Businesses regularly use the adage “the customer is always right” to encourage both customers and staff to deliver superior customer service. Ironically, businesses should avoid using this because it leads to subpar customer service. These are the top justifications against “The Customer Is Always Right” that can be made.
The purpose of this term is to convey a sense of superior customer service. This customer-centric mindset, which may also be used as a training mantra to encourage employees to make choices that would benefit consumers in the goal of fostering loyalty and trust, is now out of date and no longer applicable. In fact, it’s possible that it’s putting a roadblock in the way of providing genuinely great customer service.
Your primary aim should be to retain competent workers in whom you have faith. If the customer is always right, then employees must put up with client abuse with no help from management. What follows is what? Workers move on to opportunities that are not as stressful. Support your team before your clients.
Your loyalty is to your employees when you encounter customers that you are unable to reel back in. Every day, they must put up with this. When you must decide whether to help a consumer or your employees, who collaborate with you every day and create your product, you cannot treat your staff like slaves.
You must regard them highly. Even the smallest issue might lead to animosity if they believe that you won’t stand up for them when a customer is being unreasonable.
Customer service is actually considerably worse off when the “customer is always right” slogan is in effect. Yes, this may seem a little strange but think about it: If your customer service personnel is subjected to unrelenting criticism from clients and has nowhere to turn for help from higher management, they will eventually turn against the business.
When it comes to keeping employees content, effective, and productive, the workplace environment and corporate culture are crucial factors. Employee disengagement occurs when negativity throws the work environment out of balance. The clients you want to please then start to experience negativity.
Useful clients have the power to demand almost anything because they are, by definition, always right. This makes it more difficult for the workers to control them.
The majority of companies believe that “the more customers, the better.” However, some clients are just plain awful for business. It is not even a matter of math; it is not an issue of whether either business would win or lose money over time on that consumer. It was just a simple issue of treating their staff with respect and dignity.
When you prioritize your employees, the consumers benefit as well. If you prioritize your employees, they will be content at work. Because they care more about other people, especially customers, employees who are happy at work provide better customer service.
They are more spirited and are more motivated because they are happier, which makes them more enjoyable to talk to and interact with. Therefore, any company must prioritize its employees before putting the demands of its clients first.
