Is the Customer Always Right? Understanding the Goal of Call Centres

It used to be the mantra of most businesses. The customer was always right. That meant that the customer service person must do whatever it takes to make things right with the customer, giving them what they want even to the detriment of the company. However, anyone in the service industry knows the truth is the customer is not always right. The real goal of call centres and customer service should reflect a new truth.

The Customer is Always Important

No, the customer is not always right, but maintaining a relationship with them is always important. Rather than giving the customer what they want when it doesn’t make sense, the focus should be on how to reach a satisfactory conclusion so you can maintain a relationship with that customer in the future.

Even when you know the customer is clearly wrong, the situation must be handled with care. The primary focus must be on treating the customer with respect, as someone who matters to the company. If they feel important, they’ll be more likely to respond positively to your efforts.

Reaching a Solution

While you can’t always give a customer what they want, you can work towards a solution both parties will be happy with. For instance, a customer may want a product at a certain sale price that is no longer in effect. Companies that want to keep this relationship have two options. They can make an exception and sell the item at the former sales price. The problem with this solution is that the customer will expect similar treatment in the future.

The second option is to offer a solution that works for both parties. It may be to present a second, lower-priced product to them or to offer a special discount that is not the same as the sale price, but still less expensive than full price. The key is to think outside the box when it comes to solving problems with customers.

Train Employees

While businesses don’t want to train customer service staff that the customer is always right, they should be taught that every customer matters. Some companies use role play to help agents learn how to deal with different situations. They may develop solutions for common problems which will meet the customer’s needs in a different way.

Successful companies also educate and equip staff members to handle problems on their own. They teach agents how to come up with a solution and they back the agent even if the solution is a little different from previous offers. Allowing customer service staff to make their own decisions when dealing with customers can help improve the customer service experience. While some businesses worry about the results by giving agents too much authority, the right training can relieve much of that concern.

By doing away with the old idea that the customer is always right and replacing it with the concept that every customer is important, businesses can achieve a higher level of customer service and customer loyalty.

Ashley Meszaros is the Owner/President of We An-Ser Communications in Calgary. We An-Ser Communications provides award winning call center services in Calgary, dispatching, medical answering services, man down services, lone worker support, wireless panic services and more. They service the North American market.

Ashley Meszaros is the Owner/President of We An-Ser Communications in Calgary. http://www.wean-ser.com/calgary-call-centre-services/