By There has always been this notion that the customer is always right,now in as much as it is good for customer satisfaction and getting good clientele in business, sometimes its misused.
Having worked in the hospitality industry for a while, I’ve met all sorts of clients.Some good one’s who in their case, I’d use the saying ‘the customer is always right ‘.I have also met the other batch that tends to mistake the phrase with being entitled.
On several occasions I have had clients who want an organization’s staff to make them the priority,bend to their will or even change policies for them.In 7 out of 10 cases, management has let this happen whereas a few don’t tolerate this kind of clients.
Most customer service staff have breakdowns or crashes some times due to the entitled clientele, even end up losing jobs or quitting.This is very unethical considering they also have reasons to be working in the first place.
Of course there are guidelines on how to handle difficult clients which are overlooked sometimes.It would be wise for management to evaluate such scenarios when presented.Its unfortunate if the management only sympathizes with the offending party, leaving their staff to fend for themselves. My personal experiences have taught me that the customer is not always right.
