A phrase I haven't heard in a long time, brought up by someone the other day, "The customer is always right."
No, the customer is NOT always right. You don't hear tech support saying, "Yes sir, that CD tray on your PC doubles as a coffee cup holder."
It's easy to accept it literally, while forgetting to the true meaning behind it, which is the spirit of customer service.
Behind each business transaction is a customer want. An unhappy customer is one with an unmet need.
To say "the customer is always right" is to have the will to try to find out what that need is, and wanting to help the customer achieve it.
"I'm glad you think our CD tray can be used as a coffee cup holder, but it is not. If you use it as a coffee cup holder, you will damage the CD tray, resulting in you being unable to use it to its full potential! Your CD tray can play your favourite track from your music CDs.
I read from your case file that it's a rewritable. What this means is that you can use it to create your own customised CD playlist! You bought a great choice of PC. Would you like me to run you through how to use it?
By the way, I know a great contact for great coffee holders. Would you like me to share it?"
Imagine the potential of "The Customer is Always Right". When shared correctly, of course.
