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HI
When you see a customer is wrong and he is saying that he is right, possibly there are two reasons of this attitude. First reason is that the customer has misunderstanding about the information/product /service, here you need to identify the cause of the misunderstanding, may be he dont have correct information, or some body has created a misconception in his mind. Second reason is doubt about information/product/service. Usually competitors creates doubt in customer's mind and this concern cannot be resolved unless you talk to him with a valid proof. these two concerns leads the customer to argue and both these concerns needs proof. When ever some one experience this kind of situation he/ she should first acknowledge that the customer has a concern which needs to be resolve, then he / she should probe to understand the concern, if he/she has the proof to resolve the concern take quick action to present the proof or if he/she does not have any knowledge about the concern take time to answer and consult the higher management. Hopefully the customer after understanding the real situation will not argue and understand the reality which will be right.
At first listen the customer carefully. Understand his concerns. May be he is right or he is wrong. The point is we need to solve the issue of a customer. May be he is having the lack of knowledge, it is all based on the situation.
Eg: our company manufactures label products and out unit of measurement is always labels. the pricing are based on lbels. we have supplied rolls with labels to a customer (roll price is AED :5.) but in the invoice we are mentioneing thousand labels @ AED6. per thousand labels. the customer understood it wrongly as we supplied less rolls and charged hi more. he argued and we explained the details and asked him to check the quantity physically. he understood and problem solved. Its all based on the situation and how you handle it.
First I need to listen to what the customer is trying to say and understand the situation the customer is currently into. Second, repeat the concern of the customer to get better idea of the right solution of the issue. I would not blatantly tell the customer that he is wrong. I'll tell the customer that he is right based on what he believe and understood. Next is empathize with the customer and apologize for any inconvenience faced because of the issue. Lastly, present a solution in a way that the customer will think that I am providing and alternate solution to his problem. This way, I am able to avoid telling the customer directly that he is wrong and at the same time provide resolution to the customer that would be acceptable on his part.
