The Customer Isn’t Always Right

Alexander Kjerulf shares five reasons why “the customer is always right” actually results in poor customer service.

  • It makes employees unhappy
  • It gives abrasive customers an unfair advantage
  • Some customers are bad for business
  • It results in worse customer service
  • Some customers are just plain wrong

I touched on this a bit in my earlier post Fire Your Customer, but Kjerulf goes into a lot more detail. It’s nice to see a concrete example of Southwest firing a customer.

[via kottke]




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