Is The Customer Always Right
Below is a MRR and PLR article in category Business -> subcategory Customer Service.
Is the Customer Always Right?
Summary
Last week, I attended an early morning seminar to promote my website. After distributing flyers, I caught a few moments of wisdom from Jack Welch, the former CEO of GE. During a Q&A session, a woman asked, "Is the customer always right?"
The Encounter
While at the seminar, I overheard a woman ask Jack Welch, "Is the customer always right?" Jack chuckled and responded, "You might not think so, and they may believe so, but if you don't make it so, you're dead!" His remark highlights the essence of customer service?"keeping customers satisfied is crucial for business survival.
Handling Dissatisfaction
Arguing with a dissatisfied customer is rarely productive. Most people will simply take their business elsewhere. It's common sense: listen to your customer, address their concerns, and ask, "What would make you happy today?" But what about your employees?
Employee Training and Empowerment
Training employees to handle unhappy customers is essential. They should be prepared for complaints like, "The food was cold and tasted awful!" or "The wheel fell off after just three days!" It's important to teach not only the technical aspects of their job but also effective complaint resolution.
However, are we missing something? The missing piece might be empowerment. Employees should be trained to stay calm and not take complaints personally, but they also need the authority to resolve issues on the spot. If they're instructed to call you for help and you're unavailable, the customer might not wait.
Immediate Action and Customer Retention
In most cases, a quick response is appreciated more than the actual solution. If employees can’t act immediately, you risk losing the customer's business forever. Consider the cost of acquiring new customers versus the cost of making existing ones happy?"the difference is staggering.
Conclusion
When training new employees, ensure they know how to swiftly handle complaints. A prompt and empowered response often makes all the difference. After all, we’re all customers at some time, and when I’m an upset customer, I definitely feel I’m always right!
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