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Ishant Gupta

Cyber Secuirty Stude... • 1y

Customer Service in 2024: Is the Customer Always Right? Everyone's heard the saying "the customer is always right." But in 2024, with competition fierce and online reviews blasting bad experiences everywhere, is it that simple? Don't get me wrong, keeping customers happy is still rule number one. But what about those times a customer is, well, just wrong? Maybe they're yelling about a policy they didn't read or demanding something impossible. Shouldn't businesses be able to protect themselves too? Here's the thing: It's not about who's "right" anymore. It's about finding solutions. Training customer service reps to handle tough situations calmly and giving them the power to make things right can turn a negative experience into a positive one. Plus, being upfront and honest with customers about policies and limitations builds trust, which goes a long way. So what do you guys think, Lemme know in the comment

7 Replies

Replies (7)

Harini G A
•

Cappricio Securities • 1y

Your title and your statements are contradictory. Nevertheless, I believe you are trying to convey that relevant training to handle customers is necessary, which I do agree. However, I think there should be a safe line to be drawn between the executives and customers. The executives are humans too and they don't deserve to be spoken to, in unparliamentry language. Hence, there should be policies that safeguards the personal dignity of these individuals. But yes, the companies have to do their part with the trainings on how to handle different expressions of resentment, rage, etc.

1 Reply

Ananya Agarwal

Learning • 1y

this concept is not relevant "customer is always right" .

Anonymous 4

Hey I am on Medial • 1y

It’s really really situational, i can guarantee that working at customer service industry since the last 3 years. Customers are always and mostly very demanding, worst part, 75% of the times they (us) dont know what they want.

Anonymous 3

Hey I am on Medial • 1y

Now that AI assistants becoming more prominent for customer service, it'll be really interesting to see how that dynamic develops between human expectations and machine policies.

Anonymous 2
•

Tata Consultancy Services • 1y

I think it comes down to reasonable expectations on both sides. Customers can't just yell outrageous demands, but companies also need to build in flexibility to make things right when genuine mistakes happen.

Anonymous 1

Hey I am on Medial • 1y

The "customer is always right" mentality feels incredibly outdated in 2024. Companies need to have reasonable policies and stick to them, while still providing excellent customer service.

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