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:
- The Customer is not always right
- Eataly is not always right
- 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.
