Register now or log in to join your professional community.
The notion, Customer is always right means he's the fine point in the compass of your service delivery, he's the precision that defines the angle your compass draws, so essentially when he moves his target, so does our service delivery. And we dont ask whether he's right or wrong, we just Move. It never literally means that he's right and we're wrong. For companies that are customer centric and excellence focused, the time never comes when the CS team has to decide whether to move or not, according to the customer because every activity is already designed with customer in mind.and where customer always come second, the CSR team is always taking the heat.