“The customer is always right” businesses are abandoning this maxim ironically because it leads to bad customer service, do you agree or not and why?

Unfortunately though, most companies in the customer service no longer even teach the basics of customer service. They just assume that it is a common-sense thing which not workwhen the customer isn’t right ,I researched and findthe top five reasons why “The customer is always right” is wrong.

1: It makes employees unhappy

Gordon Bethune is a brash Texan (as is Herb Kelleher, coincidentally) who is best known for turning Continental Airlines around “From Worst to First,” a story told in his book of the same title from. He wanted to make sure that both customers and employees liked the way Continental treated them, so he made it very clear that the maxim “the customer is always right” didn’t hold sway at Continental.

2: It gives abrasive customers an unfair advantage

Using the slogan “The customer is always right” abusive customers can demand just about anything – they’re right by definition, aren’t they? This makes the employees’ job that much harder, when trying to rein them in.

3: Some customers are bad for business

Most businesses think that “the more customers the better”. But some customers are quite simply bad for business.

4: It results in worse customer service

When you put the employees first, they put the customers first. Put employees first, and they will be happy at work. Employees who are happy at work give better customer service because:

·         They care more about other people, including customers

·         They have more energy

·         They are happy, meaning they are more fun to talk to and interact with

·         They are more motivated

On the other hand, when the company and management consistently side with customers instead of with employees, it sends a clear message that:

·         Employees are not valued

·         That treating employees fairly is not important

·         That employees have no right to respect from customers

·         That employees have to put up with everything from customers

5: Some customers are just plain wrong

The fact is that some customers are just plain wrong, that businesses are better of without them, and that managers siding with unreasonable customers over employees is a very bad idea, that results in worse customer service.

So I advice every manager of customer service : " put your people first. And watch them before putting the customers first".

I agree with M's Ghada answer's. Thanks for the invitation. .

I disagree with this statement because the customer is not "always right". Sometimes the customers are wrong, but the issue here is not whether the customer is right or wrong, the real issue is how do we deal with the customer if he's wrong and how do we convey a confident message to him while maintaining the proper communication and service attitude. It's those cases when the customer is "wrong" that we have a real chance to make a difference with the customer by educating him/her without sounding bossy or condescending. 

Miss Ghada I have the same opinion with your subterranean consideration and broad-shouldered terminology in the support of employees.

Actually for me both are the points to convince customer as well as employess mutually to get the best out of both to ensure successful business

I agree with Mrs.Ghada Eweda in most of what she said, I truly hate the generalization of the phrase, it could be "the employees and customers are always right, unless their is a conflict, because then employee is right", but even when it's employee is always right it can not be generalized, big and loyal customers can not be lost, so it's more like a matter of relativity for me.

Planning, Capital, Marketing,..... are important, but no company can get 100% of it's potentials without satisfied employee even at the expense of some customers,

Satisfy employees and they will satisfy customers, managers, shareholders,.....

It is same like " customer is the King" as in Economics, because customer can accept or reject a good or a service based on his prefernce and fancies. Hence, customer has the power to send strong signal to the business concerns what his preferences are  regarding products and services. Businessmen has to produce goods and services of customers' choice otherwise there will be no demand for it. 

yes i agree with MR.EMMANUEL SIR

All marketing definitions agree on:Find out what customers need, and then presenting themThe client runs the organization - the philosophy of atheist and the twentieth century• The client is the only justification for the existence of the institution.• The client is the basis for the creation of job opportunities and promotion opportunities.• satisfy the needs of the customer is the means to make a profit, growth and stability.• stereotyped services and difficult to distinguish.• market saturation and intensity of competition.• To promote social responsibility of the institution.• Secure the material and moral support to the General Organization.

i didn't agree with this sentence or we can agree on some condition such as good price and service and care

Thanks for invitation

I amagreeing, because customer gives us feed back about us