This blog post is excerpted from Chapter 1 of Be Your Customer’s Hero: Real-World Tips and Techniques for the Service Front Lines.
Let’s start with a quiz. It’s a simple one. Just fill in the blank in this sentence: The customer is always ___.
If you’ve worked in customer service, one word will almost certainly come to mind to complete the phrase. It’s the phrase that has been drilled into our heads, for better or worse, since our rst exposure to customer service.
And let’s be real—none of us are particularly fond of it.
At a recent conference, I struck up a conversation with a front-line service rep. When I mentioned that I was writing a book on customer service, the first words out of his mouth were, “What do you think of the saying, ‘The customer is always right’”? Read more