Customer Experience News & Trends

Possibly the best customer service policy ever

Forget “The customer’s always right.” This may be the best customer service policy ever — one that any contact center can adopt.

From the Manhattan food market Eatlaly and posted on customer watchdog site The Consumerist:

  1. The Customer is not always right
  2. Eataly is not always right
  3. Through our difference, we create harmony.

Why this works: Most customers understand they aren’t always right (and they know companies aren’t always right!) But knowing a company is open to working together to create and maintain a great relationship encourages customers to be loyal.

The key for contact center pros: When customers have issues, avoid focusing on who’s right or wrong. Instead, keep customers involved in the solution.

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