Is The Customer Always Right Essay

2543 words - 10 pages

Is the Customer Always Right? 1Is the Customer Always Right?Discovering the true implications of the saying "The Customer is always rightThe Customer is Always Right" and the impact it has to businesses.Scott CurwoodIs the Customer Always Right?"The Customer is Always RightThe Customer is Always Right" has been around for almost 105 years (Kjeruf, 2008). While it was first uttered as a marketing slogan to show customers that a retail store put their customer satisfactions before all else, it was discovered in as early as 1915 that customers could use the saying to take advantage of a business. Research suggests that "The Customer is always rightThe Customer is Always Right" is wrong because it creates negative customer service issues, causes staff to be unsatisfied with their jobs, and customers become disenfranchised with your business. This paper will analyze each of these areas and discuss what businesses can do to correct these issues and still provide exceptional customer service."The Customer is always rightThe Customer is Always Right" causes negative customer services issues by forcing your staff to make exceptions to your established business procedures and gives the customer a false sense of control. Let's create an example we might witness at your local department store. It's a few days after Christmas and a woman comes into the department store to exchange a shirt that was given to her as a gift over the holidays and she would like to return it. The reason for the return doesn't matter, let's focus more on that it was a gift and we will assume she doesn't have a gift receipt. From my retail experience, this woman is entering the store already upset because she has no receipt. She subconsciously realizes that the more she appears upset the more likely she is to be able to return the gift. Once she gets to the counter, she demands to return the item and receive the money back in cash. It's at this point that staff are put into a tough position, the customer is obviously pre-agitated and staff are reluctant to deal with them since the overall exchange is negative from the start. In order to get the customer taken care of and eliminate the negative confrontation, staff will, in most cases, just give in to the customer wants even if it goes directly against store policy.The above example shows how businesses become reactive rather than proactive in their customer service. If the woman returning the gift was told no, because she didn't have a receipt, the implied result would have been her increasingly becoming more negative and making a scene in the business. The result of giving her what she asks for is a spiral effect of other customers witnessing that behavior getting results and your customers interactions becoming increasingly negative. The right thing to do is to follow prescribed policies and living withunderstanding that the customer is not being right. The conflict of being reactive lends to how the customer is not always right...

Find Another Essay On Is the Customer always right

Abstinence is Not Always the Answer

2376 words - 10 pages support the comprehensive courses in classes is because of their religious views. Most believe that sex outside of marriage is immoral; therefore they believe that abstinence is the only kind of education that should be taught in schools. But what most parents fail to realize is that kids are having sex, and without the right information they will most likely end up with an unplanned pregnancy or even worse an STD. Without sex education programs in

Evidence is always the Primary Basis for Making a Decision

3006 words - 12 pages "Evidence is Always the Primary Basis for Making a Decision"- Discus with reference to specific examples and different disciplinary constructions of decision-making.Decision-making is the heart of our day-to-day lives and whether we realise it or not, we make thousands of individual decisions a day. Everything from what food to eat, to what way to tie your shoelaces is constituted as a decision and on this basis, it should be evident why so much

Is Fast Food The Right Choice?

1538 words - 7 pages holding your child in one arm. It’s not a problem at all?” Customer: “no. I’ve got it!” Accordingly, at that point, I already expected something physical odd from the ladies action. As the customer walks off, I wince as the tray shakes unsteadily in her hand. A minute later there is a huge crash from the back of the dining room, near the entering to the kiddie play area. The busted cups, along with all 96 ounces of fruit punch and ice, are

WHAT IS THE RIGHT-TO-DIE MOVEMENT?

1421 words - 6 pages ). Davila clearly notes that death, at some point in time, is unpreventable and trying to reverse this has always proved futile (60). Davila adds to the topic noting that many people who seek to extend the life of their loved ones keep confusing futile care to be quality care with the perception always being proved wrong (62). Conclusion In conclusion, it is clear that despite the notion that the right-to-die movement is misplaced, the contrary

what is the right drinking age?

2017 words - 8 pages , especially teachers. It?s parents? position to teach children right and wrong- including what is wrong about alcohol (10A).? Teens are going to make their own decisions about drinking and parents need to do whatever they can to maximize their children?s input before hand. Punishments for driving under the influence must be increased and always enforced. An interview done by USA Today had the CEO of Coors Brewery, Peter Coors, also agreeing that

Is the Death Penalty right or wrong?

2692 words - 11 pages The death penalty is a major issue that brings up a lot of controversy in our society. The most important question concerning the death penalty is whether it should be abolished or not. Many people think that the death penalty is the ultimate denial of human rights and that it also violates the right to life. Some say it is cruel, inhumane, and a degrading type of punishment. Other people are for it and believe that we need to weed out the bad

Capital Punishment – Is It The Right Sentence?

1286 words - 5 pages consequence is actually a great deterrent to crime. One additional argument is that the death penalty saves taxpayer money by reducing the costs associated with a lifelong sentence of rehabilitation. For these reasons, should the death penalty continue to be upheld in 35 of 50 states, or should capital punishment be nationally eliminated? Capital Punishment should be eliminated as form of punishment or reprimand. It is simply not the right sentence to

Oklahoma; is Anti-Abortion the Right Decision?

1947 words - 8 pages .” Liberty is defined as “freedom from control, interference, and restrictive conditions (“Liberty”). U.S. citizens have the right of doing, thinking, and speaking in accordance to choice, and abortion is no exception. What sense does it make to give a woman the right to vote, but take away her right to choose what she does with her body? Abortion has a tendency to stir up emotions, regardless of if you are pro-life or pro-choice. So, it comes to

Assess the view that inflation is always caused by an increase in Aggregate Demand

641 words - 3 pages 'Assess the view that inflation is always caused by an increase in aggregate demand'In order to address this question it is first necessary to define both inflation and aggregate demand. Aggregate Demand is the total amount demanded by the whole economy, ie it is not related to one single market. Inflation is the persistent increase in the average level of consumer prices compared to the same time the previous year. This is a natural occurrence

Assess the view that inflation is always caused by an Increase in Aggregate Demand

641 words - 3 pages 'Assess the view that inflation is always caused by an increase in aggregate demand'In order to address this question it is first necessary to define both inflation and aggregate demand. Aggregate Demand is the total amount demanded by the whole economy, ie it is not related to one single market. Inflation is the persistent increase in the average level of consumer prices compared to the same time the previous year. This is a natural occurrence

Is Customer Relationship Management Vital for the Growth of a Company ?

2107 words - 8 pages . Communicating information about the new products or the sales by e-mail and SMS is always the least expensive. Using the Customer database allows the saler to point out the best customer and his envy so that the company can focus more on the reliability and loyalty of the customer and less on the ones who are just passing by. The online shopping had become a major phenomena and a real simpler way to allow the customer to buy products just by

Similar Essays

What Is Popular Is Not Always Right

1894 words - 8 pages 19th Century Russia in order to prove that such ideals must be eradicated through his novel Crime and Punishment. As Cornelius rebelled against the atrocious trend of the eye piercing Crocs, Dostoevsky strongly negated the Western ideals of utilitarianism, the Ubermench Theory, nihilism, and Marxism. Dostoevsky’s allegorized the events occurring in Russia in the mid 1800’s within Crime and Punishment to better explain the harmful effects of accepting these common philosophies to his fellow peers. Therefore, what is popular is not always right.

Huckleberry Finn: Society Is Not Always Right

1497 words - 6 pages that he has and not conform to society’s “accepted” values. Mark Twain identifies these struggles by using different stylistic elements throughout the three sections of the novel, showing the development of Huck as the novel progresses. First, in the beginning of the novel Huck starts to realize that society is not always right. In this section, Twain uses sarcasm and mockery in order to show how people will believe something just because a

Running A Profitable Intranet Is A Continual Challenge, And Finding The Right Business Model Is Not Always Easy. This Article Will Talk About Task Manage For The Retail Industry.

6923 words - 28 pages -launch of its Web venture -- an attempt to hit upon the "right" approach. So what's the hype all about? Why so many shifts?Does your Intranet need adjustment? Are you sure you would know if it did?Running a profitable Intranet is a continual challenge, and finding the right business model is not always easy. But thanks to many Internet pioneers, corporations now have some history to analyze for clues.Who are you in the online world?In an IBM

Is Growth Always The Best Strategy?

2153 words - 9 pages Is growth always the best strategy? Critically discuss.In an era of increased environmental complexity and turbulence, the emphasis on strategic planning and its focus on the future are essential for survival and are essential. As the world becomes a global marketplace with national borders becoming meaningless, the potential for organizations to grow and expand is unlimited. Likewise, business challenges today are becoming more numerous, more