While customers are undoubtedly the most important asset of any business, the question remains whether consumers are indeed always right. Coined by Harrod Gordon in 1909, ‘the customer is always right’ is an old and widely accepted adage in the world of business. However, as crucial as customer satisfaction is, there are times and situations where consumers are not right — and blindly following this assumption can lead to adverse consequences.
This video course discusses and debates both sides of the argument and helps you decide on the best ways to resolve situations at work.
The course topics cover:
- Why customers are invaluable to the growth and development of your business, and how to treat them well
- The benefits of treating customers with attention and respect
- Learning to identify situations where the consumer may not always be right, and how to differentiate between legitimate complaints and poor customer service
- How to weigh the pros and cons of a situation and include important considerations
- How blindly favouring the consumer can lower the morale of your employees
- Useful strategies and tips for when you find that a consumer is not right
- How to determine whether you can resolve the situation, or whether you should let the consumer go
The course comprises 5 modules and around 3 hours of learning. See more in our business courses or browse our full CPD course library.
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