Most people would agree that companies should do whatever it takes to keep customers happy. Afterall, where would we be without happy customers? But is the customer always right? Do we really value their wants and needs so much that we will make concessions and sacrifices to accommodate whatever it is they desire? Is the mantra of the customer always being right the gold standard of service, is it something only a few companies can perform, or is it just a myth? We all have our ideas of what makes for great customer service, but we all get challenged and need to know if there is a line to be drawn and how to draw it. We all need some guiding principles when servicing our customers and this session will help you to understand and evaluate best practices for your organization.
We will learn about:
· Understanding customer service
· The 5 stages of customer service
· Is the customer always right?
· The customer-is-always-right test (CIAR)
