Why is it a myth that the customer is always right?
While customer satisfaction is critical, the notion that “the customer is always right” can be dangerously misleading if applied blindly.
Origins of the Myth:
Promoted in early 20th-century retail as a way to encourage sales and customer loyalty.
Problems with Blind Adherence:
Employee Demoralization:
Constantly siding with customers over staff can erode morale.
Toxic Customer Behavior:
Some customers misuse this belief to demand unethical or unreasonable concessions.
Operational Disruption:
Catering to all customer whims can weaken standards and consistency.
Balanced Perspective:
Empower employees to act with integrity.
Set clear customer service boundaries.
Focus on fairness over blind accommodation.
Conclusion:
Customers deserve respect, but so do employees and systems. Sound judgment should guide service, not outdated slogans.
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