[marginalboy]

Whether or not the rule that the "customer is always right" applies is context-dependent. In an educational environment, for example, we can't embrace this principle; it is contrary to our mission to leave people with misinformation that can affect their studies or research.

I think it can be reworded to be useful guiding principle in more environments if you're willing to parse it more carefully. Perhaps something like "The customer's perception is more important than yours."?

[shanecleveland]

Agreed. Context-dependent is an important distinction for this rule. Coming from a manufacturing-based business of mostly customized products, if all of our customers were always "right," then we would be loosing a losing a lot of money on replacing/refunding products to customers who ordered wrong, used the product incorrectly or are just trying to deceive us (which is rare). A good approach, in my opinion, is to not make the customer think they are wrong and find a way to amicably resolve the situation. My initial response is to gather more information and say "let's see what we can do to make this work for you." We find it is a good opportunity to show how accommodating we are, even when the customer is wrong, which can make a reoccurring customer out of them and educate them for future orders.

I am sure there are some types of business that would rather take the customer-is-right approach, which may be easier and less costly. And there are also probably times when letting certain customers take their business elsewhere may actually be best.

[e40]

I work for an organization with excellent customer support, and I completely agree. It is phrased badly, albeit in the standard way. I'd go even further to say the #1 rule is "listen to your customer" and not make judgments about right or wrong.

If you listen to your customer you will have a better chance of solving the problem in the correct way.

[chrisleydon]

Thanks guys! It's only a version one document at the moment so we can update it with your feedback in the next version.