What is the best thing to do when your customer is right and your policy is wrong?

You should be honest with him and acknowledge that he is right. This will help you gain the trust of your client and benefit from this confidence in the future

Every day I face this situation in my work .Then I act as follows;

 

- First, smile and eye in the eye and with all care so as not to think that I mock him or instructions.

- Second, I apologize to him and explained that there is a mistake and we will do our best and ask him to wait a little.

- Third, I solve the problem immediately and then I go back and tell him this and I apologize again .

In that matter, Of course it would be great to get the whole idea and involve your manager and let your customer explain the whole thing what he/she thinks than meet  your higher fellows and discuss and if it is acceptable and worth making that change in your company policy do it.

We all learn from eachother and it is always good to listen, learn, explore and accept good advices and opinions.

Thanks for invitation,

Of course the best thing is to immediately "apologize" to your client, promising him to ask the the responsible officers to review and modify the policy in question, in addition to  recommend to customer care people to compensate this client with some allowances or extra benefits.

Well, first accept the mistake humbly. The next step is to take corrective action. Here the question comes whether you are empowered to take the right decision in the customer's favor. If yes, go ahead and take it. If not, persuade the concerned authorities to take the decision. If the policy cannot be changed for some reason, make an exception for this customer. At least you should ensure this much from your end.

Sometimes experienced customers have wide range of knowledge and their policy proves to be right rather than your suggested strategy. The best thing to do in this situation is to agree with your customer and to make an amicable patch up to avoid any kind of further aggravation in this matter.

If you are a senior marketing strategist and it comes to suppress your ego to take the defeat in your stride, just maintain a diplomatic approach and take it as a learning opportunity from your wise customer.

Thank you, Apology for any inconvenience caused to the customer and accept his point of view and suggestions   , therefor attempt to provides the best services accordingly seeking customer satisfaction.

Regards.

First appricaita the constomer and apology, tell him or her that d company will take d corrtecion as so as possable

Thanks for invitation,

The best thing is to "thank" your customer because the complaint is the customer's gift to the company, then apologize for the flaw and pledge to ask the officials to review and amend the problem as soon as possible. Then continue communicating with the customer to make sure the problem is resolved

just correct the policy and fast very fast