Famous quote: “Customer is always right.”

It is a common rule that the customer is always right. Customers are the life blood of our business. We have to face the fact that there will be those customers we just can’t please.

The phrase “The customer is always right” was originally coined by Harry Gordon Selfridge, the founder of Selfridge’s department store in London in 1909, and is typically used by businesses to:

- Convince customers that they will get good service at this company
- Convince employees to give customers good service

What causes some customers to behave so badly?

It may be that they have been rewarded in the past for their bad behavior with special treatment or immediate service. These customers have learned the cause and effect relationship between their exaggerated behavior and exclusive accommodation.

As a challenge…

The challenge for blogshop owners is to remain calm, think rationally, and to not take things personally when customers imply blame or make their criticism personal. The ability to detach oneself from a situation in tandem with preserving the self-esteem of the customer is a key part of rational thinking.

Resolve problems, not fix bad behaviors…

Blogshop owners must strive to resolve problems and not fix bad behavior. To remedy a customer’s objectionable behavior, you must determine its root cause. Conversely, when a customer is wrong, it is important for you to contain the situation so it does not deteriorate.

Ways to handle customer complaint:

- Make sure you understand the concern and what the customer is feeling about the situation.
- Always give an apology for the wrong that was done. If you or your business did something to make a customer that upset, and apology is always in order.
- Explain to the customer honestly what you intend to do about the situation.
- Do what you have to do to make it right.
- Thank the customer for bringing the problem to your attention.

A customer service attitude should be adopted; it should be at the center of all we do. Think of how much better the world would be if more people developed this developed and lived this attitude. – Darryl Heron

Blogshop owners should make “better impression” a goal every single customer that walks through your blogshop when they leave than they did when they came in. Handling customer with care and with sincere professional courtesy will make them loyal customers for life.

With reference to: Customerservicepoint, Graphicdesign, Systems-overload, Positivesharing