Respect For Customer Essential in Providing Great Service
There are a number of business people, of which Steven Barbarich is one, that recognize the importance of excellent customer service. When presented in a context of everything else being equal, it is absolutely and without question the company that offers the best customer service to their consumers that will rise above their competitor. What is interesting about that statement is the fact that not everyone understands what all is included in customer service, and there are also various theories about certain approaches to it.
What is guaranteed to be a fundamental and consistent element in great customer service skills is a non-negotiable respect for one’s clientele. This remains true even when the customer is potentially inappropriate. It is possible to handle a conflict where it is believed that the customer is being out of line while maintaining a respect for them. Once a company and its staff understands this basic concept, it makes more practical sense than the phrase stating a customer is always right. This is not an argument of preference and in fact they do not mean the same thing.
Having respect for a customer and stating that the customer is always right can be distinguished from each other, though of course they do have some similarities and it should be encouraged to please a customer, whichever philosophy is employed. In addition, it is often easier to avoid staff from being pulled into a power struggle with customers, when a respect for them is insisted upon instead of a blanket insistence that the customer is always right. Having respect for a customer in a difficult situation simply means that you treat, even outraged, customers with a basic ethical dignity. When this is the practice, many angry customers will calm down and rationally discuss the issue and willingly come to an agreement.
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