Chapter . The customer is always right – not!

There’s an old expression that says ‘the customer is always right’. Is it true? Of course not. Customers get it wrong all the time and sometimes that can be to the detriment of you and your organization. On those occasions you need to know how to react.

My son is at university, but during weekends and holidays he works for a well-known retailer which offers a fantastic 16-day money-back offer if you are not completely satisfied with the products. We’ve had many conversations about customers bringing things back outside the 16-day policy and asking for a refund. There’s nothing wrong with the product, they just changed their minds and left it a little too late.

Would it be five star service just to turn ...

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