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Apple Horror Story: Why the Customer Is Not Always Right

Apple Horror Story: Why the Customer Is Not Always Right

In Cust. service by Justyna Polaczyk , September 30, 2016

The “customer is always right” slogan is both: a customer service mantra and its curse. On one hand it encourages representatives to go above and beyond customers’ expectations. On the other hand, when customer is not right, reps still have to provide best possible service and have no right to say "no". The problem is that very often abusive customers get what they want. I understand why it happens. When someone is bothersome, it’s hard to resist the temptation to say “OK, take whatever you want and just go away.” Do I agree with it? Not at all. Because the customer is not always right. READ MORE…

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