Always Right
Is it true that the customer is always right? In the event that they are not, how would you approach the situation.
The customer is always right from their perspective and it is our responsibility to understand and respond appropriately to where their coming from. Unless, their intentionally abusing the system.
Jacob, Great perspective! Can you explain further what you mean by the industry always being right? Where does competition play into the industry need?
Dr. Jean Norris
I think you really have to look at "which" customer your dealing with. In adult for profit education we have two customers, 1 being our students and the other being the industry we are supplying trained individuals to.
The student obviously can't always be right, if they were they wouldn't need training.
The industry, in my opinion IS always right. They are buying our "product" , and if they say we need to change it, then they are right! If they say we don't, they are right again.
It's a fine line, because without BOTH customers our worth and the need for us to exist disappears.
Gerry, That is an interesting perspective. What about telling the truth to a customer?
Dr. Jean Norris
In an objective world, the customer is not always right. We do not, however, live in an objective world. For years I struggled with the concept of "the customer is always right." I have come to realize that it is irrelevant whether the customer is right or wrong. One never "wins" an argument with a customer. One needs to try and determine what is necessary to satisfy the customer and then determine whether it is feasible for you to do that without detriment to your company.
Amy, Well said! Thank you for sharing.
Dr. Jean Norris
It has always been my belief that the customer is always right....with some exceptions. When they think they are right you can always treat them with dignity and respect, while ensuring that they have the right information and diffusing the situation should they become heated. Most of the time we as customers just want to be heard and made to feel that our opinion matters. It's all in your approach when you are dealing with a customer.
Ernida, What I am hearing you say is that the customer service is making sure that the customer understands fully all policies, and that should be done in a professional, friendly manner. Is that correct?
Dr. Jean Norris
I agree that customer is not always right! As a customer representative, we have to provide our customers with our policies procedure . We need to help them understand because it may be a case that the customer is not aware. By taking the time to explain patiently business regulations, the customer may be willing to listen and accept the situation. Good customer service is important.
Tammie, Great point of view. Thank you!
Dr. Jean Norris
Even when the customer is wrong - they are right on some level - like mentioned could be perception, language, prejudice or misunderstanding of the situation
Chris, Interesting! What industry are you in?
Dr. Jean Norris
Katherine, Well said! It's importance to have that balance of great customer service, while maintaining the standards that are set. Thank you for sharing!
Dr. Jean Norris
Kaherine in some ways I agree with you. Understanding that there is a "standard" that must be upheld to teach students how to be a medical professional. Let's not forget that for most of our students, they have never been in a professional setting so their understanding of customer service maybe a little skewed. So I agree that we have to show them the right way by following the rules, rather than bending them. That way in the workplace they are not used to bending the rules when it comes to patient care.
In my industry the customer is always right, but providing options or slightly persuasive suggestions can help curve an un educated guest.
The fact is we are talking about school, people are here to learn (I hope) they have made their choice in an institution based on what the need (weather or not they did the research , they knew what they were getting into). I have no problem taking a student’s comment or concern into consideration, but the rules and policies of the school must be followed just as with an employer especially in a healthcare setting. The students don’t have to agree or like it (there are no bending of the rules in a healthcare setting in my opinion ). Working in health care is not the same a working a desk job, people lives are at stake. If we as instructors make exceptions for students in school to provide “good customer service†then we are really doing the healthcare community a disservice by sending people out into the healthcare community who expect this kind of consideration.
Leila, It sounds like you really care about your students. Making sure they do not feel embarrassed or belittled is important! And it's great you do everything you can to avoid it. Keep it up!
Dr. Jean Norris
Whereas we don't necessarily think that the customer is always right, they might just be misinformed. The technique we choose to use is to gather all the proper documentation and present it in such a manner to the student, so that they don't feel belittled or embarrassed. We will go over all the details until they understand the misunderstanding and come to a common ground.
Perception is everything. Great awareness, Scott. Providing someone with correct information, matching their tone and leading them to the correct perspective is key. Thank you for sharing!
Dr. Jean Norris
