Warren Theatre Customers Are Not Right

Satisfied customers can be the best advocates, which is why customers’ needs should be satisfied every time.

Benlow points out, "being a customer means being driven by simple and personal desires… and ultimately demanding that those desires be met" (141). When being a customer you are always right, the process will be shifted for your individual desire, you use the quickest/easiest route, and you are encouraged to be passive. When being passive, "we pay for someone else's work,

They broke the most basic rule in business "Never let your personal feelings interfere with your business "A customer may not always be right but, they are still a customer"

If I encounter an employee trying to provide good customer service to me, then I become patient, understanding, and friendly. If I am treated rudely I will, literally, treat the employee the way she has treated me, if not worse, and I would end up leaving the place. As a customer, I believe that the employee is the face of the business and as such, he/she should take the first approach in providing great customer service for any customer. If an employee does not care about keeping me as a customer, then I do not care about keeping that service provider. I do believe that sometimes services providers cannot control angry employees and therefore if I like the rest of the service provided, than I would act as a voicer customer and I would go back but I would avoid interacting with the rude employee by talking to the manager. If I did not like the rest of the service or servicescape, then I would act as an irate customer and I would definitely not return. I have previously had a very terrible experience because of a rude employee and I ended up returning to that business just to give it a second chance and now I am a loyal customer to that business. I do not classify myself as just one type of complainer because it all depends on the situation I encounter. I have learned that I am not a demanding customer and I am not hard to

As I have been in the retail business for over fifteen years, I have seen and heard it all. We are always told the customer is always right, and do whatever it takes to make them happy. However, as I got older and wiser, I concluded you are not always right and no matter what you do you will not make them happy. I have noticed many do not like to be asked for any form of identification, do not count their change, and some like to blame employees.

When customers purchase goods or services they have a certain level of expectation, only when that expectation has been satisfied; customers can truly experience great customer service (The Institute of Customer Service, 2016). Having the ability to identify customer expectations is an ‘ever-evolving process’, however through customer feedback CBW are able to understand when customer expectations have not been met this impacts customer service. Meeting customer expectations results in the following benefits to businesses:

The customer is always right. It is the merchant’s wealth to safeguard the interests of customers. Many sellers think that some the customer is unreasonable and vulgar. Customer is always right for three reasons. First, the customer is always right is not the criterion of distinguished between right and wrong but is the criteria of the service work because the focus of the work is how to help customers make the right choices, and how to provide good service to customers. Next, understand the psychology of the customer can help employees easily cope with them. It is can make the seller better serving the customers and make customers to have a higher level of satisfaction. Finally,

Even though, they know they have made the mistakes. I always be the one who stood up and held the customers and ease their anger. I would call the store manager or district manager and help solve the problems for the customers if any problems that are beyond my ability because we have to follow the company policies at all times. The company did not want the sales associates to take care any serious problems because it may cause troubles for the superiors and affect the company’s reputation.

Too often excellent customer service is seen as just doing whatever the customer asks. It isn 't. And that 's not realistic. You won’t always be able to give your customers everything they want whenever they want it. Other books you’ll read will tell you to just do it, give the customer what they want, just make it happen, whatever it is. That’s not realistic. You know it and I know it. Just because you can’t do it, or because something won’t happen right away it doesn’t excuse you continuing to build the customer service experience. Even in those moments when the customer is on hold, or when they’re waiting for what is being worked on, customer service is still happening. And keeping your customers up-to-date on the events taking place is critical to ensuring that an exceptional experience happens even when customers can’t get instant service.

Maintaining a customer-centric perspective should be maintained at any level – strategical or process level. And “customers, internal or external, are satisfied when their expectations…have been met or exceeded” (Krajewski, Malhotra, & Ritzman, 2016). Keeping the customer’s perspective is like having grease to keep the value chain running smoothly. Without it, a firm may save money in the short run, but will eventually pay some way or another in the long run.

It 's nearly impossible for every single customer you do business with to have a pleasant experience. Bad reviews are guaranteed to come. Consumers know this. They know you aren 't perfect. They expect to see a

Customer complaints are a fact of life and a part of doing business. You can never make everyone happy all of the time, but an organisation must have procedures in place based on organisational policies, legislation and/or codes of practice for processing complaints in an attempt to make the customer happy. You must be aware of these procedures and follow them. A good organisation does not hide from complaints, it:

Once a customer has an idea in their head, it is difficult, if not impossible, to get them to let go of it. This is why it is important to properly set Customer expectations up front. Strive to make every customer interaction a positive Moment Of Truth that will be remembered and recounted to others. Rather than promise what you cannot deliver, it is better to follow the old adage ‘under promise, over deliver’. This way, the customer is pleasantly surprised by your ‘going above and beyond’ to exceed their expectations.

"A customer is the most important visitor to our premises. He is not dependent on us. We are dependent on him. He is not an interruption to our work; He is the purpose of it. He is not an outsider to our business; He is part of it. We are not doing him a favour by serving him; He is doing us a favour by giving us the opportunity to do so."

Secondly the push and aggressiveness with which some customers present their queries could be insulting and frustrating but I have learnt that it is possible to tactfully calm the customer and make them feel confident in you as a service provider and settle the issue professionally. Customers like to feel they are in good professional hands and that their queries will be dealt with effectively.