I believe the customer IS always right…based on their belief or perception of a particular issue or condition. The object is to provide alternative insight or accurate information that will lead the customer into a situation where they can gracefully change their thoughts, opinions or actions while maintaining the feeling that they ARE right, not try to prove that the customer is “wrongâ€. Done successfully, you will acquire a lifelong customer.
This is a great observation Vanessa. I get the sense that you work very hard to listen effectively and help the students, clients and staff feel heard. Thank you for your post!
Dr. Jean Norris
This post resonates with me because in my situation I serve students, clients and staff. And it is hard to make everyone happy all the time. I've also found keeping calm and firm can help more than hinder when there is a tough customer service situation. Usually it isn't the right to the wrong that the client wants it is the opportunity to vent and feel heard. So for me it's my goal to continue to work on my active listening skills to manage customer service scenarios.
Matthew,
Well said! It sounds like you have great customer service skills!
Dr. Jean Norris
Yes, I have had several situations like this. I have had students and other clients ask for things that are outside of the regulations or laws that govern them. I normally just stay calm and firm in my answers. I will also explain my reasons to them and try to find an alternative to what they want.
Matthew,
Yes...sometimes accommodating the customer is not possible nor is it best for them. Have you had situations like this?
Dr. Jean Norris
I believe the phrase comes from Burger King. As much as we would like to believe that the customer is always right,it simply isn't true. Often times I have come up against customers that demand something when it just can't be done. At that point I just calmly explain why it can't be done and don't change my position on it unless I am proven wrong.
Kristine ,
You bring up a good point and it sounds like you are giving all your students great customer service. Listening plays a key part in this situation. Great job.
Dr. Jean Norris
I believe the custoomer is always right. And even when they are not, I make an effort to understand their point of view and then explain why it can't be done that way. Often situations can be resolved just by explaining why something has to be done in a particular way.
It looks like you are providing a great service to your students by taking the time to understand their perspective and then working with them to provide better information. Some of what you mention in your post could be a sign of the times as we are seeing more of the Millennial generation in class than ever before. Utilizing our ability to ask questions and to seek to understand where the other person is coming from is a great approach, and your willingness to consider their options or sources will help with their need to be heard and understood. Thank you for your post Dee.
I rarely let it get to an I'm right you're wrong situation. I usually try to defuse that by asking them questions. In verbal and written communication it's too easy to misunderstand a point another is trying to make.
If it's medical information for their major I ask them to show me where they got the information and I'll show them where I got mine. Usually we can agree that Wiki and Google and other sites are not usually as right as research-based textbooks or that what they were told by someone isn't as reliable as what's in writing. Other times they have newer information than what I may be aware of and it can lead to a learning experience on both sides.
Some students just like to argue. I tell them that we have too much information to cover but I'll be happy to debate with them after class. They usually don't show up when they don't have an audience.
Dee you bring up an extremely important idea. As you noted, the reputation of your school is impacted by the graduates that enter the workforce and the ability to prepare students with the skills they need for the job. Throughout the process of their education there may be a point, as your example indicates with bending of the rules, where the 'customer' isn't always 100% right. What do you do when you have a student that thinks they are right but you know you have to go in a different direction than they want to go?
In some ways I want to believe and act like the customer, student in my case, is always right. They've picked my school, gone through all the admission requirements which may sometimes, for adult learners be difficult and/or tedious.
I may meet them in the first quarter, their last or anywhere throughout their curriculum because of the variety of classes I teach in the healthcare field.
When they get to me I want to believe they've met all their requirements with honesty and integrity. I have what I consider relatively simple rules that they're given the first day of class with explanation and rationale for each.
They're not allowed to break rules without talking to me before hand, asking for an exception, giving me an explanation of why. In many cases I will make an exception. They have behaved the way they will be expected to on the job. I try to act like their instructor as well as in the way I believe their employers will respond. I believe that way they'll be helped learn how to problem solve. And I want them to be prepared for the real world of healthcare.
If they don't approach me in an adult manner I won't bend the rules for them after the fact. They have the chance to be always right.
I think education is different than selling other goods and services. Our reputation and growth depends on the students but it also depends on putting out students who have the skills necessary to do the job. If we allow them to do less than the best they can it will reflect on us with employers and within the community.
That's a great approach Betty. As you point out, most of the time the person wants to be heard and taking the time to listen before responding allows the other person to provide their side of the situation. Your suggestion to provide choices within the structure gives the other person the ability to participate in the solution, which can empower them. Thank you for your insights and your post!
The customer is not always right. There can be misunderstandings that can lead to problematic concerns. I always approach with kindness and understanding and listen to them before I respond at all. Once I have a full understanding of what they want and what they believe is the correct handling of the situation I go on to explain what our policies are and of course apologize if any misinformation was given to them at any time. I explain fully why the policies we have work and then I present choices within those structures that would allow the customer to expect a better outcome, even if it is not ideal to them. This way they understand WHY things are what they are - and they don't feel like they are being "cheated" out of something. And they always feel cared about and not just "unheard".
It can be challenging to face those situations when the customer isn't right, but a win-win approach like you suggest can help each person walk away with a resolution. What do you think you can do to create more win-win situations so that you don't have to be in the position to have to 'fire' any of your customers?
You bring up some very important points including that we need to acknowledge our students' concerns and listen so to evaluate the entire situation. Once you understand the situation, what process do you typically follow to resolve student issues?
In my over 25 years in the professional environment, I was always told "the customer is always right". I have learned over the years that that is not always the case. I always try for an outcome that makes the customer think they were right in the end, even if they weren't when we started. Discussing the situation and actually letting the customer speak until they have said all they want to, repeating what they have said and then working to find the outcome that works best for both parties involved. In the end though, not everyone can be pleased and you do have to "fire" some customers that you know you will never make happy. The longer the process is stretched out, the more they have a chance to impact your business negatively by word of mouth.
Clearly, the customer is not always right...but in an institution such as a school, we need to approach each situation as if the student is 'right'.
We need to be ever mindful of the whole situation, and evaluate, not ignore, the complaint at hand with respect and courtesy.
In the end, the student needs to feel acknowledged. They need to feel that their words have been heard, that they have value, and that we as an institution will look at their complaint as an opportunity to improve a situation or possibly change a curriculum for the betterment of not only the student, but possibly future 'customers'.
This is a very tough situation. I have been in several times. When the customer is irate and wrong, i will not stand for the disrespect. However, if they are wrong and confused, I try my best to explain, and let them leave with a smile.
