26 Jun Is the Customer Always Right?

Many new business owners want to know if this time-tested adage remains true in the digital age.

Research shows that an unhappy customer will tell an average of 20 other people about their negative experience with your business, while a happy customer will only tell three people their good news about your firm. Having policies in place to handle the unhappy customer greatly increases your changes of avoiding, or at least minimizing, negative consequences.

Clearly written policies for returns and refunds are a good way to avoid miscommunication between your staff and customers. Two pieces of advice transcend markets and situations: (1) always be polite – even when you disagree with the customer; and (2) resolve the dispute as quickly as possible. Giving employees the power to make decisions on customer satisfaction matters is another way to prevent a small issue from escalating.

While each situation will likely be handled on a case by case basis, there should be a consistent approach, backed up with a written policy, for handling common customer service issues. Finally, don’t forget to periodically review the policy during training sessions for new and seasoned employees.

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