by Lisa Bjurstrom

Created on: November 03, 2009

Who should determine right or wrong in customer care situations? Should one person make that judgment call? And, is it truly wise to do business as if the customer is always right? As businesses are putting more emphasis on customer service, it is important to scrutinize this idea and it's effects.

The goal of the customer care representative is to service the customer. Would that goal be met if you treated them as if they were right, when in fact, they were wrong? If you have a good relationship with your customer, it should not be difficult to explain the situation, how they are right or wrong, and suggest an alternative. Your customer may thank you for the knowledge and the honesty.

The customer service representative's role is that of a liaison between the customer and management. They have responsibility to both the customer and the company. Of course, they must treat the customer with respect and understanding. The representative should do everything they can to satisfy the customer's concerns, while also doing their part to protect their employer. What is your company's policy on customer care issues? If there isn't a policy in place, check with management if a customer may be asking for more than they deserve. While it is true that without the customer there would not be a business, if you give too much of the business away, there may not be one left to provide for the customer.

There is talk within marketing circles of customers who are the right fit. This means what customer characteristics are the best for this business. Some businesses had found that they were pursuing all customers and thus, were spending more money servicing those who were not necessarily fitting into their niche of the market. When considering whether or not the customer is right, consider if the customer is right for your business. No one likes losing a customer, but what will the customer cost in the long run?

The customer is always right is a slogan with good intentions, but it is not realistic in today's business environment. Customer care representatives are developing stronger relationships with their customers and can work with them on a resolution to any conflict. Businesses must have a policy on customer care gratuities in order to protect the company. Also, in order for businesses to survive, they must know when to bow to customer demands and when to draw the line. This does not make the customer right or wrong. It means guidance and compromise is all that is needed for both parties.

Learn more about this author, Lisa Bjurstrom.
Click here to send this author comments or questions.