If ever you have worked in a customer service environment, or really any business that sells a product or service, you are told that the customer is always right. When a customer complains, that single action holds a lot of weight for a business.  It does seem that most of the time, the favor will work to the side of the customer. That is not always a bad thing as we are also customers for other products and services.

The reality is that the customer is not always right! But does that change the way that we deliver customer service? I believe the answer is no!

Even though the customer may be wrong, their opinion may not be relevant or their complaint warranted, the customer is still right. This is because the customer has a voice that promotes our business and talks about our product and service.

Think back to the last time that you heard somebody in your circle of friends or family talk about an amazing customer experience that they had. Now consider within the same circle of influence the last time (or the amount of times if you can count them) that you heard somebody discussing a poor customer experience.

Whilst the customer at times may be incorrect, we need to treat them as always being right. A customer who has had a bad experience is more likely to inform their circle of influence then if they had a good experience.