Swifteq: Why the customer is not always right

An exploration of when and why “the customer is always right” can backfire, with strategies for balancing customer satisfaction and team wellbeing.

The customer is always right.

It’s a phrase every business person knows — and one that makes customer service staff cringe. To be honest, the customer is not right quite often, and pretending otherwise is exhausting.

So, why has this phrase become so synonymous with good customer service? More importantly, how can we shift the narrative to reflect the realities of today’s workplace better while still delivering great service?

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