JULIA CHRISTY OROPEL BSTM-2

ACTIVITY 1.2

“Customers are always right”

Introduction

As a tourism student and soon to work under the hospitality industry argument,
misunderstanding and difficult situation may occur between me and the customer and here’s my
opinion.

It has always been a argument for the phrase “ Customers are always right” that a lot of people
agree because they pay for their services and it’s their job to handle it right, but in different cases
a lot of people also disagree simply because the blame is really on the ones who’s at fault I t’s
either the customer or the employee. Your job is not only to help the customer get the best
outcome they can, but it’s to help them leave you with more better knowledge, understanding
and satisfaction than they had before they came to you. Depending on your industry it is very
hard to let your customer thing that they are always right, but sometimes this means making
adjustments, refocusing and reframing perspectives when necessary, but in terms of arguing on
something that you as an employee knew you’re the one who’s right you need to amend and
make solutions possible not just for your customer but your company as well.

Rather than acting like the customer is always right, a better solution is to treat your customers
like you are the expert. Obviously, don’t do this in an obnoxious or arrogant way, but in a helpful
way. Help them understand the best ways to utilize your product or service. Help them see that
your product or service is to be employed in a particular way. If you’ve ever worked in customer
service, you know that practicing patience with loud, demanding, abusive, arrogant customers, is
essentially entering a zen-like, meditative state and stick with the mantra “Patience is a virtue”.

Body

This mantra “the customer is always right” can set you up for failure in business in many ways,
one of which is when a customer is just flat out wrong in their logic, thought processes or
expectations. Customer is right depends on the situation you are handling. The customer is
wrong sometimes but there are times that they made a change in their environment that had an
impact on how your service functioned. They disregarded your warnings and were surprised
when something bad happened. It occurs on a regular basis. There are some circumstances that
we need to adopt the philosophy of "The customer's always right" means saying "I am always
wrong" or "My staff's always wrong" and that may not be true but in my perspective if I were the
one handling complains , I will depend it on who’s right before taking actions for that certain
situation because not all employees are the ones at fault. Let’s all face it, we are a human being
and we have the right to defend ourselves in many ways believe what you believe but remember
that your goal is to exceed expectations not meet them.

Sometimes the customer is in the wrong. They abused a product then complained when it broke.
They made a change in their environment that affected the way your service worked. They
ignored your warnings and then were surprised when something negative happened. It happens
all the time. When it comes down to it, the customer isn't always right because they don't always
understand the lengths you're willing to go to please them. Many times, policies are put in place
that customers are unaware of, all in the name of assisting them and improving the customer
experience. Customers are frequently unaware of the opportunities available to them in terms of
service, options, products, or add-ons when this occurs. There is just customers who find ways to
make the argument upside down and find ways to complain and give you challenges to open up a
discussion with them and together make a right decision for both them and your business.

Conclusion

The cold, hard truth of the matter is that no ,the customer isn’t always right and if you’re in the
business of always bending over backwards for your customers no matter how unreasonable their
expectations are, well then you’re not going to be in business very long. Instead of focusing on
people pleasing, the wise business owner focuses on becoming the best solutions architect that
they can. The wise business owner learns how to listen. The wise business owner knows how to
properly refocus, reframe and manage expectations. The wise business owner is savvy enough to
find a solution that makes everyone happy. Getting accustomed to allotting disproportionate
resources to difficult and abrasive customers is an absolute no-no. Now, it's also important to
emphasize that this doesn't necessarily mean that the customer is always wrong, it just means
that sometimes they need a little redirection. Now there’s nothing wrong with going out of your
way to make their customers happy. Creating a good customer experience has become a
differentiator that can make or break your business, in particular when it comes to online and
mobile activities. The danger is not recognizing the point when you’ve gone too far. Customer
care is a vital part of any business and creating a great customer experience should be a high
priority. However, that shouldn’t equate to the customer always being right. Focus on pleasing
the people who will become your lifelong advocates. That’s where the real money and long-term
loyalty will come from.