Customer is the king

Leadership lesson
Customer Complaint

There’s an old saying in the service business:

“The customer is always right!”

For five star teams, it’s not just a timeworn phrase – it’s a guiding principle.

No matter the situation, regardless of the issue, the team’s job is to make sure the customer always FEELS that he or she is right.( Irrespective of the fact that 40% of the time customer when complaint is wrong.)
Sam Walton of Wal-Mart gave Two Rules of Customer service
Rule no. 1: Customer is always the king

Rule No. 2 : If at any case Customer is wrong then refer to Rule No. 1
Certainly, there will be occasions when a patron’s request (or demand) is either unreasonable or just plain impossible to satisfy. But even in those cases, there’s always something that can be done to ensure the customer comes out a winner.
As one top-notch server put it,
“Customers have an absolute right to be right. It’s their money!”

L E A P into handling customer complaints:
LISTEN – focus on understanding their concerns.

EMPATHIZE – imagine yourself in their shoes.

ACKNOWLEDGE – tell them you understand.

PAMPER – go the extra mile to make it right.