The customer is always right statement doesn't mean they are literally right. It's a guideline for customer service people not to disagree with customer, and to show compassion to their problem.
Thinking that the customer is right will help them try their best to solve their problem and not to think about excuses to get rid of the situation.
Yes Customer always right and their thought should be always considered,this is the staff believe,but on the other hand the manager point of view should be neutral not with the customer and not with the staff,but facing the staff with the same believe that the customer is right,why?always to make the believe inside the staff that he needs to satisfy the customer
during this the manager is working and analyzing the problem and start to do the leader role later on ,on how to satisfy the customer and how to solve the problem if they face the same problem.
We have always to show that they are important and very important ,but to explain that he's not right this shouldn't be done ...never,but we can explain that the rules of this place is what we follow and i will notify the manager trying to solve the problem with the customer point of view and will be notified later....
This make the customer loyality is very high,and later on if we contact the customer,the customer thoughts inside him that this place is taking into consideration his opignion and that it wasn't ignored ....
Same time i make a refreshment for the customer about me and he could come and visit me again...
this is my point of view concerning your question...
Customer is always right. If you can not handle the situation, apologize and handle the case to your senior. Never take responsibility on your shoulders.
