Here's Why "The Customer is Always Right" is Hurting Your Customer Service

Kindra Cooper

the customer is always right
Any frontline service worker knows anecdotally that the customer isn’t always right, but in the age of the “empowered customer” who can switch to a competitor after comparison-shopping on Yelp or garner thousands of shares for roasting your brand on Twitter, brands are conflicted over this dated adage. The notion that management will side with the customer by default instead of drawing the line when a customer is unreasonable pits management and customers against employees, a...
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